diff --git a/_i18n/en/journeys/csat-pulse-playbook.md b/_i18n/en/journeys/csat-pulse-playbook.md index ff5fb269..b3974f86 100644 --- a/_i18n/en/journeys/csat-pulse-playbook.md +++ b/_i18n/en/journeys/csat-pulse-playbook.md @@ -13,7 +13,7 @@ It can: - Send a CSAT prompt after a conversation is resolved or closed. - Use a simple thumbs-up or thumbs-down response by default. - Record positive and negative satisfaction responses. -- Avoid asking twice for the same conversation. +- Avoid new prompts for the same contact or conversation for 14 days after the last CSAT prompt. - Respect channel, consent, and send-eligibility rules. - Send a follow-up after a response and route negative feedback when an escalation is configured. - Contribute answered responses to the AI Agents CSAT and Teammates CSAT percentages in Service Quality. @@ -51,7 +51,7 @@ Use the Inbox directly when the customer is actively upset, still waiting for he Before enabling CSAT Pulse, confirm: - Your team has a clear way to mark conversations as resolved or closed. -- Conversation history is available so Hellotext can tell whether the interaction was meaningful. +- The conversation has a resolved interaction with a customer message received during that interaction. - The channels where you want to ask for CSAT are connected and eligible. - Customer profiles have consent for the channel. - Your team knows who reviews and follows up on negative feedback. @@ -63,50 +63,123 @@ For setup validation, use [Verify your data and signals after setup]({% link _in Open **Playbooks**, click **Explore playbooks**, and choose **CSAT Pulse**. -Open **CSAT message** to edit the question customers receive after the conversation is resolved. +Open **CSAT Message** to edit the question customers receive after the conversation is resolved. -The default CSAT message is short and conversational, such as: +The default CSAT message asks “Were you satisfied with the help?” and offers **👍 Yes** and **👎 No**. -Before we close: were you satisfied with the help? 👍 / 👎 +
+
+
+ + + CSAT Message shows the default question and the Yes and No response options in the editor. + +
+
+
Real interface with demonstration configuration: review the question and its two options before enabling CSAT Pulse.
+
You can adapt the message to your tone. Keep it short and easy to answer. Avoid asking multiple questions at once. CSAT works best when the first response is simple. +The preview shows the question and its two options. Review them before enabling the playbook. + +
+
+
+ + + Preview of Were you satisfied with the help? with Yes and No buttons. + +
+
+
Native preview of the demonstration configuration; it does not represent a sent message or a received response.
+
+ ## Choose when it should trigger -The trigger is **on resolved**: CSAT Pulse sends after a conversation is marked resolved or closed. +The trigger is **on resolved**: CSAT Pulse can send after a conversation is marked resolved or closed, when its audience, interaction, and channel conditions are met. If the timing is based on delivered products instead of a resolved conversation, that is a [Review Builder]({% link _journeys/review-builder-playbook.md %}) moment. ## Understand eligibility -CSAT Pulse should ask only when the interaction was meaningful. +CSAT Pulse checks the resolved interaction, audience, and channel before preparing the prompt. A prompt may be skipped when: -- The conversation did not have enough customer activity. -- The same conversation already received a CSAT prompt. -- The customer is not eligible for the channel. -- The channel cannot send the prompt compliantly. +- The resolved interaction has no received customer message. +- A CSAT prompt was created for the same contact or conversation within the last 14 days, even if it was not delivered. After that interval, a newly resolved interaction can become eligible again. +- The customer falls outside the configured audience or is not eligible for the channel. +- The interaction channel is excluded from the manual channel selection, or cannot send the prompt compliantly. - Consent, rate limits, or other send guardrails block the message. If a CSAT prompt is skipped because of eligibility, do not treat that as a failed survey. It means Hellotext avoided asking at the wrong time. ## Handle positive and negative responses -When the customer responds positively, CSAT Pulse records the response. +When the customer responds positively, CSAT Pulse records the response and sends the configured positive reply. In **CSAT Message**, scroll to **Reply with when positive** to review that follow-up. + +
+
+
+ + + Reply with when positive shows a thank-you message and a question about what could be improved. + +
+
+
Real positive follow-up editor in the demonstration configuration.
+
When the customer responds negatively, CSAT Pulse records the response and sends a follow-up. The response and any selected reason remain connected to the original conversation. If an escalation component is configured, it also assigns the conversation for teammate or team follow-up. +In **Reply with when negative**, review the follow-up and reason options. + +
+
+
+ + + Reply with when negative shows the follow-up and Not resolved, Wrong info, and Other reason options. + +
+
+
Real negative follow-up editor and its three reasons in a demonstration configuration.
+
+ For handoff behavior, use [AI handoff to Inbox]({% link _team/ai-handoff-to-inbox.md %}). +
+
+
+ + + Escalation panel with the component toggle on and an empty Select a teammate or team field. + +
+
+
Real interface in a demonstration configuration: no teammate or team has been selected for escalation, and the playbook remains disabled.
+
+ ## Review Customer Satisfaction In **Service Quality**, **Customer Satisfaction** shows two aggregate percentages for the selected period: **AI Agents CSAT** and **Teammates CSAT**. The teammate percentage combines conversations handled by a person from the beginning with conversations escalated from AI to a person. The period uses the date the customer answered. Each percentage is positive responses divided by positive plus negative responses. When both periods have data, the panel compares the selected period with the previous period. +In this fictional example for September 11–24, 2026, the right card shows 81% CSAT for AI agents and 75% for teammates. The left card shows who completed the resolution; those percentages describe a different measure. + +
+
+
+ Two report cards: Resolution path, with 59% resolved by AI and 41% by the team, and Customer Satisfaction, with 81% AI Agents CSAT and 75% Teammates CSAT. Both CSAT comparisons are green. +
+
+
Real Service Quality interface with fictional data for September 11–24, 2026: 81% AI agents CSAT and 75% teammates CSAT.
+
+ There is no dedicated CSAT Pulse results report in **Playbooks**. The Service Quality panel does not show response rate, response counts, separate human-only and escalated percentages, or breakdowns by channel, agent, team, intent, or playbook. Review individual customer conversations for negative reasons and follow-up context. See [Service Quality report]({% link _analytics-reporting-attribution/service-quality-report-guide.md %}) for the report layout. ## How to test it @@ -116,7 +189,7 @@ Test with realistic resolved conversations before enabling CSAT Pulse broadly. Try: - A conversation that is resolved and should receive CSAT. -- A conversation that is too short and should not receive CSAT. +- A resolved interaction with no received customer message, which should not receive CSAT. - A positive response. - A negative response with an escalation configured for follow-up. - A channel that is outside its send window. diff --git a/_i18n/es/journeys/csat-pulse-playbook.md b/_i18n/es/journeys/csat-pulse-playbook.md index 1099794f..83556d10 100644 --- a/_i18n/es/journeys/csat-pulse-playbook.md +++ b/_i18n/es/journeys/csat-pulse-playbook.md @@ -13,7 +13,7 @@ Puede: - Enviar una pregunta CSAT después de que una conversación se resuelve o cierra. - Usar una respuesta simple de pulgar arriba o pulgar abajo por defecto. - Registrar respuestas positivas y negativas de satisfacción. -- Evitar preguntar dos veces por la misma conversación. +- Evitar nuevas preguntas al mismo contacto o conversación durante los 14 días posteriores a la última pregunta CSAT. - Respetar reglas de canal, consentimiento y elegibilidad de envío. - Enviar un seguimiento después de una respuesta y derivar el feedback negativo cuando hay una derivación configurada. - Aportar las respuestas recibidas a los porcentajes de CSAT de agentes de IA y CSAT de colaboradores en Calidad de servicio. @@ -51,7 +51,7 @@ Usa el Inbox directamente cuando el cliente está molesto, sigue esperando ayuda Antes de habilitar Pulso CSAT, confirma: - Tu equipo tiene una forma clara de marcar conversaciones como resueltas o cerradas. -- El historial de conversación está disponible para que Hellotext pueda detectar si la interacción fue significativa. +- La conversación tiene una interacción resuelta con un mensaje recibido del cliente durante esa interacción. - Los canales donde quieres pedir CSAT están conectados y son elegibles. - Los perfiles de cliente tienen consentimiento para el canal. - Tu equipo sabe quién revisa y da seguimiento al feedback negativo. @@ -63,50 +63,123 @@ Para validar la configuración, usa [Verifica tus datos y señales después de c Abre **Misiones**, haz clic en **Explorar misiones** y elige **Pulso CSAT**. -Abre **Mensaje CSAT** para editar la pregunta que reciben los clientes después de resolver la conversación. +Abre **Mensaje de CSAT** para editar la pregunta que reciben los clientes después de resolver la conversación. -El mensaje CSAT por defecto es corto y conversacional, por ejemplo: +El mensaje CSAT por defecto pregunta «¿Quedaste conforme con la ayuda?» y ofrece las opciones **👍 Sí** y **👎 No**. -Antes de cerrar: ¿quedaste satisfecho con la ayuda? 👍 / 👎 +
+
+
+ + + Mensaje de CSAT con la pregunta predeterminada y las opciones Sí y No en el editor. + +
+
+
Interfaz real con configuración de demostración: revisa la pregunta y las dos opciones antes de habilitar Pulso CSAT.
+
Puedes adaptar el mensaje al tono de tu marca. Mantenlo breve y fácil de responder. Evita hacer varias preguntas a la vez. CSAT funciona mejor cuando la primera respuesta es simple. +La vista previa muestra la pregunta y sus dos opciones. Revísalas antes de habilitar la misión. + +
+
+
+ + + Vista previa de la pregunta ¿Quedaste conforme con la ayuda? y los botones Sí y No. + +
+
+
Vista previa nativa de la configuración de demostración; no representa un mensaje enviado ni una respuesta recibida.
+
+ ## Elige cuándo debería dispararse -El disparador es **al resolver**: Pulso CSAT envía después de que una conversación se marca como resuelta o cerrada. +El disparador es **al resolver**: Pulso CSAT puede enviar después de que una conversación se marca como resuelta o cerrada, si cumple las condiciones de audiencia, interacción y canal. Si el timing depende de productos entregados en lugar de una conversación resuelta, ese es un momento de [Generador de Reseñas]({% link _journeys/review-builder-playbook.md %}). ## Entiende elegibilidad -Pulso CSAT debería preguntar solo cuando la interacción fue significativa. +Pulso CSAT revisa la interacción resuelta, la audiencia y el canal antes de preparar la pregunta. Una pregunta puede omitirse cuando: -- La conversación no tuvo suficiente actividad del cliente. -- La misma conversación ya recibió una pregunta CSAT. -- El cliente no es elegible para el canal. -- El canal no puede enviar la pregunta de forma válida. +- La interacción resuelta no contiene un mensaje recibido del cliente. +- Ya se generó una pregunta CSAT para el mismo contacto o conversación durante los últimos 14 días, aunque no se haya entregado. Después de ese plazo, una nueva interacción resuelta puede volver a ser elegible. +- El cliente queda fuera de la audiencia configurada o no es elegible para el canal. +- El canal de la interacción no está incluido en la selección manual de canales, o no puede enviar la pregunta de forma válida. - Consentimiento, límites de envío u otras reglas de envío bloquean el mensaje. Si una pregunta CSAT se omite por elegibilidad, no lo trates como una encuesta fallida. Significa que Hellotext evitó preguntar en un mal momento. ## Maneja respuestas positivas y negativas -Cuando el cliente responde positivamente, Pulso CSAT registra la respuesta. +Cuando el cliente responde positivamente, Pulso CSAT registra la respuesta y envía la respuesta positiva configurada. En **Mensaje de CSAT**, desplázate hasta **Responder cuando sea positivo** para revisar ese seguimiento. + +
+
+
+ + + Responder cuando sea positivo muestra el agradecimiento y la pregunta sobre qué se podría mejorar. + +
+
+
Editor real del seguimiento positivo en la configuración de demostración.
+
Cuando el cliente responde negativamente, Pulso CSAT registra la respuesta y envía un seguimiento. La respuesta y el motivo elegido, si lo hay, permanecen conectados a la conversación original. Si hay un componente de derivación configurado, también asigna la conversación para que un colaborador o equipo haga el seguimiento. +En **Responder cuando sea negativo**, revisa el seguimiento y las opciones de motivo. + +
+
+
+ + + Responder cuando sea negativo muestra el seguimiento y las opciones No resuelto, Info incorrecta y Otro. + +
+
+
Editor real del seguimiento negativo y sus tres motivos, en una configuración de demostración.
+
+ Para el comportamiento de derivación, usa [Derivación de IA al Inbox]({% link _team/ai-handoff-to-inbox.md %}). +
+
+
+ + + Panel Derivación con el interruptor del componente activo y el campo Selecciona persona o equipo sin destinatario elegido. + +
+
+
Interfaz real de la configuración de demostración: la derivación todavía no tiene una persona o equipo seleccionado; la misión permanece deshabilitada.
+
+ ## Revisa Satisfacción del cliente En **Calidad de servicio**, **Satisfacción del cliente** muestra dos porcentajes agregados para el período seleccionado: **CSAT de agentes de IA** y **CSAT de colaboradores**. El porcentaje de colaboradores combina las conversaciones atendidas por una persona desde el inicio con las derivadas de IA a una persona. El período usa la fecha en que respondió el cliente. Cada porcentaje se calcula como respuestas positivas divididas entre respuestas positivas más negativas. Cuando ambos períodos tienen datos, el panel compara el período seleccionado con el anterior. +En este ejemplo ficticio del 11 al 24 de septiembre de 2026, la tarjeta derecha muestra un 81 % de CSAT para agentes de IA y un 75 % para colaboradores. La tarjeta izquierda muestra quién completó la resolución; esos porcentajes describen otra medida. + +
+
+
+ Dos tarjetas del reporte: Ruta de resolución, con 59 % por IA y 41 % por equipo, y Satisfacción del cliente, con CSAT de agentes de IA del 81 % y CSAT de colaboradores del 75 %. Ambas comparaciones de CSAT son verdes. +
+
+
Interfaz real de Calidad de servicio con datos ficticios del 11 al 24 de septiembre de 2026: 81 % de CSAT de agentes de IA y 75 % de CSAT de colaboradores.
+
+ No hay un reporte de resultados específico de Pulso CSAT en **Misiones**. El panel de Calidad de servicio no muestra tasa de respuesta, cantidades de respuestas, porcentajes separados de conversaciones solo con personas y con derivación, ni desgloses por canal, agente, equipo, intención o misión. Revisa las conversaciones individuales de clientes para consultar motivos negativos y el contexto del seguimiento. Consulta [Reporte de Calidad de servicio]({% link _analytics-reporting-attribution/service-quality-report-guide.md %}) para conocer el reporte. ## Cómo probarla @@ -116,7 +189,7 @@ Prueba con conversaciones resueltas realistas antes de habilitar Pulso CSAT ampl Prueba: - Una conversación resuelta que debería recibir CSAT. -- Una conversación demasiado corta que no debería recibir CSAT. +- Una interacción resuelta sin un mensaje recibido del cliente, que no debería recibir CSAT. - Una respuesta positiva. - Una respuesta negativa con una derivación configurada para el seguimiento. - Un canal fuera de su ventana de envío. diff --git a/docs/editorial-work/captures/csat-completion-20261011/accepted-source-manifest.json b/docs/editorial-work/captures/csat-completion-20261011/accepted-source-manifest.json new file mode 100644 index 00000000..62a6c2f5 --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/accepted-source-manifest.json @@ -0,0 +1,667 @@ +{ + "schema": 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support, Inbox, AI, or playbook conversation is resolved. + +CSAT Pulse is a post-interaction feedback playbook. It sends a lightweight satisfaction prompt after a conversation is closed, records the response for Customer Satisfaction in Service Quality, and can route negative feedback to a teammate when an escalation is configured. + +It is not a product review request and it is not a brand-loyalty survey. Use [Review Builder]({% link _journeys/review-builder-playbook.md %}) for product reviews after delivery, and use [NPS Pulse]({% link _journeys/nps-pulse-playbook.md %}) when the goal is loyalty or likelihood to recommend. + +## What CSAT Pulse does + +CSAT Pulse helps you measure whether the customer was satisfied with a resolved interaction. + +It can: + +- Send a CSAT prompt after a conversation is resolved or closed. +- Use a simple thumbs-up or thumbs-down response by default. +- Record positive and negative satisfaction responses. +- Avoid new prompts for the same contact or conversation for 14 days after the last CSAT prompt. +- Respect channel, consent, and send-eligibility rules. +- Send a follow-up after a response and route negative feedback when an escalation is configured. +- Contribute answered responses to the AI Agents CSAT and Teammates CSAT percentages in Service Quality. + +The goal is to learn whether the interaction worked and recover quickly when it did not. + +## When to use it + +Use CSAT Pulse when: + +- Your team closes support or sales conversations in the Inbox. +- AI agents or playbooks resolve conversations and you want satisfaction feedback. +- You want to compare aggregate satisfaction for AI agents and teammates. +- You can arrange a teammate to follow up on negative feedback when escalation is configured. +- You have enough conversation volume to learn from the results. + +It works best after an actual resolution event. If the customer never had a meaningful interaction, do not send a CSAT prompt. + +## How it works with other feedback + +CSAT Pulse does not replace the other feedback playbooks. You can have [Review Builder]({% link _journeys/review-builder-playbook.md %}) and [NPS Pulse]({% link _journeys/nps-pulse-playbook.md %}) active alongside CSAT Pulse when each one has the right signal and follow-up owner. + +Hellotext's decision engine treats them as different feedback moments. CSAT Pulse asks after a resolved conversation, Review Builder asks for product reviews after delivery, and NPS Pulse measures relationship loyalty after a delivery experience. + +Use [Review Builder]({% link _journeys/review-builder-playbook.md %}) when the goal is to collect a product rating and written review after delivery. + +Use [NPS Pulse]({% link _journeys/nps-pulse-playbook.md %}) when the goal is to measure loyalty or likelihood to recommend the brand. + +Use [Instant Answers]({% link _journeys/instant-answers-playbook.md %}) or a [Custom Agent]({% link _journeys/custom-agent-playbook.md %}) when the customer still needs an answer, not a satisfaction survey. + +Use the Inbox directly when the customer is actively upset, still waiting for help, or the conversation is not actually resolved. + +## What it needs before launch + +Before enabling CSAT Pulse, confirm: + +- Your team has a clear way to mark conversations as resolved or closed. +- The conversation has a resolved interaction with a customer message received during that interaction. +- The channels where you want to ask for CSAT are connected and eligible. +- Customer profiles have consent for the channel. +- Your team knows who reviews and follows up on negative feedback. +- Your team knows where to review Customer Satisfaction in Service Quality and how to follow up in customer conversations. + +For setup validation, use [Verify your data and signals after setup]({% link _integrations/verify-data-and-signals.md %}). + +## Edit the CSAT message + +Open **Playbooks**, click **Explore playbooks**, and choose **CSAT Pulse**. + +Open **CSAT message** to edit the question customers receive after the conversation is resolved. + +The default CSAT message asks “Were you satisfied with the help?” and offers **👍 Yes** and **👎 No**. + +You can adapt the message to your tone. Keep it short and easy to answer. + +Avoid asking multiple questions at once. CSAT works best when the first response is simple. + +## Choose when it should trigger + +The trigger is **on resolved**: CSAT Pulse can send after a conversation is marked resolved or closed, when its audience, interaction, and channel conditions are met. + +If the timing is based on delivered products instead of a resolved conversation, that is a [Review Builder]({% link _journeys/review-builder-playbook.md %}) moment. + +## Understand eligibility + +CSAT Pulse checks the resolved interaction, audience, and channel before preparing the prompt. + +A prompt may be skipped when: + +- The resolved interaction has no received customer message. +- A CSAT prompt was created for the same contact or conversation within the last 14 days, even if it was not delivered. After that interval, a newly resolved interaction can become eligible again. +- The customer falls outside the configured audience or is not eligible for the channel. +- The interaction channel is excluded from the manual channel selection, or cannot send the prompt compliantly. +- Consent, rate limits, or other send guardrails block the message. + +If a CSAT prompt is skipped because of eligibility, do not treat that as a failed survey. It means Hellotext avoided asking at the wrong time. + +## Handle positive and negative responses + +When the customer responds positively, CSAT Pulse records the response and sends the configured positive reply. + +When the customer responds negatively, CSAT Pulse records the response and sends a follow-up. The response and any selected reason remain connected to the original conversation. If an escalation component is configured, it also assigns the conversation for teammate or team follow-up. + +For handoff behavior, use [AI handoff to Inbox]({% link _team/ai-handoff-to-inbox.md %}). + +## Review Customer Satisfaction + +In **Service Quality**, **Customer Satisfaction** shows two aggregate percentages for the selected period: **AI Agents CSAT** and **Teammates CSAT**. The teammate percentage combines conversations handled by a person from the beginning with conversations escalated from AI to a person. The period uses the date the customer answered. + +Each percentage is positive responses divided by positive plus negative responses. When both periods have data, the panel compares the selected period with the previous period. + +In this fictional example for September 11–24, 2026, the right card shows 81% CSAT for AI agents and 75% for teammates. The left card shows who completed the resolution; those percentages describe a different measure. + +
+
+
+ Two report cards: Resolution path, with 59% resolved by AI and 41% by the team, and Customer Satisfaction, with 81% AI Agents CSAT and 75% Teammates CSAT. Both CSAT comparisons are green. +
+
+
Real Service Quality interface with fictional data for September 11–24, 2026: 81% AI agents CSAT and 75% teammates CSAT.
+
+ +There is no dedicated CSAT Pulse results report in **Playbooks**. The Service Quality panel does not show response rate, response counts, separate human-only and escalated percentages, or breakdowns by channel, agent, team, intent, or playbook. Review individual customer conversations for negative reasons and follow-up context. See [Service Quality report]({% link _analytics-reporting-attribution/service-quality-report-guide.md %}) for the report layout. + +## How to test it + +Test with realistic resolved conversations before enabling CSAT Pulse broadly. + +Try: + +- A conversation that is resolved and should receive CSAT. +- A resolved interaction with no received customer message, which should not receive CSAT. +- A positive response. +- A negative response with an escalation configured for follow-up. +- A channel that is outside its send window. +- A conversation resolved by AI only. +- A conversation resolved by a person. +- A conversation that was escalated from AI to a person. + +Confirm that the prompt is sent only when expected, responses are recorded correctly, configured escalation reaches the right owner, and the Service Quality percentages reflect answered test cases in the selected period. + +## What to review after launch + +During the first days, review: + +- AI Agents CSAT and Teammates CSAT in Service Quality for the selected period. +- Examples of prompts and answers in customer conversations, including negative reasons. +- Whether configured escalation brought negative feedback to the right teammate. +- Any signs in the conversations you review that prompts are being sent at the wrong moment. + +Tune one thing at a time: message copy, resolution process, channel readiness, or negative-feedback ownership. + +## Related guides + +- [Playbook library by mission]({% link _journeys/playbook-library-by-mission.md %}) +- [How to enable a playbook]({% link _journeys/how-to-enable-a-playbook.md %}) +- [How to customize a playbook safely]({% link _journeys/how-to-customize-a-playbook-safely.md %}) +- [Review Builder playbook]({% link _journeys/review-builder-playbook.md %}) +- [NPS Pulse playbook]({% link _journeys/nps-pulse-playbook.md %}) +- [Instant Answers playbook]({% link _journeys/instant-answers-playbook.md %}) +- [Custom Agent playbook]({% link _journeys/custom-agent-playbook.md %}) +- [AI handoff to Inbox]({% link _team/ai-handoff-to-inbox.md %}) +- [Inbox and conversations overview]({% link _team/inbox-overview.md %}) +- [Assign conversations]({% link _team/assigning-conversations.md %}) +- [Playbook reporting]({% link _analytics-reporting-attribution/playbook-reporting.md %}) +- [How Hellotext decides whether a playbook can send]({% link _journeys/how-hellotext-decides-whether-a-playbook-can-send.md %}) diff --git a/docs/editorial-work/captures/csat-completion-20261011/before-ui-copy/es.md b/docs/editorial-work/captures/csat-completion-20261011/before-ui-copy/es.md new file mode 100644 index 00000000..347471ac --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/before-ui-copy/es.md @@ -0,0 +1,162 @@ +Usa esta guía cuando quieres que Hellotext pregunte a clientes si quedaron satisfechos después de resolver una conversación de soporte, Inbox, IA o misión. + +Pulso CSAT es una misión de feedback posterior a una interacción. Envía una pregunta breve de satisfacción después de cerrar una conversación, registra la respuesta para Satisfacción del cliente en Calidad de servicio y puede derivar el feedback negativo a un colaborador cuando hay una derivación configurada. + +No es una solicitud de reseña de producto ni una encuesta de lealtad de marca. Usa [Generador de Reseñas]({% link _journeys/review-builder-playbook.md %}) para reseñas de productos después de la entrega, y usa [Pulso NPS]({% link _journeys/nps-pulse-playbook.md %}) cuando el objetivo es medir lealtad o probabilidad de recomendación. + +## Qué hace Pulso CSAT + +Pulso CSAT ayuda a medir si el cliente quedó satisfecho con una interacción resuelta. + +Puede: + +- Enviar una pregunta CSAT después de que una conversación se resuelve o cierra. +- Usar una respuesta simple de pulgar arriba o pulgar abajo por defecto. +- Registrar respuestas positivas y negativas de satisfacción. +- Evitar nuevas preguntas al mismo contacto o conversación durante los 14 días posteriores a la última pregunta CSAT. +- Respetar reglas de canal, consentimiento y elegibilidad de envío. +- Enviar un seguimiento después de una respuesta y derivar el feedback negativo cuando hay una derivación configurada. +- Aportar las respuestas recibidas a los porcentajes de CSAT de agentes de IA y CSAT de colaboradores en Calidad de servicio. + +El objetivo es aprender si la interacción funcionó y recuperar rápido cuando no funcionó. + +## Cuándo usarla + +Usa Pulso CSAT cuando: + +- Tu equipo cierra conversaciones de soporte o venta en el Inbox. +- Agentes de IA o misiones resuelven conversaciones y quieres feedback de satisfacción. +- Quieres comparar la satisfacción agregada de agentes de IA y colaboradores. +- Puedes asignar a un colaborador el seguimiento del feedback negativo cuando hay una derivación configurada. +- Tienes suficiente volumen de conversaciones para aprender de los resultados. + +Funciona mejor después de un evento real de resolución. Si el cliente nunca tuvo una interacción significativa, no envíes una pregunta CSAT. + +## Cómo convive con otros feedbacks + +Pulso CSAT no reemplaza las demás misiones de feedback. Puedes tener [Generador de Reseñas]({% link _journeys/review-builder-playbook.md %}) y [Pulso NPS]({% link _journeys/nps-pulse-playbook.md %}) activos junto con Pulso CSAT cuando cada uno tiene su señal y responsable de seguimiento. + +El motor de decisión de Hellotext los trata como momentos de feedback distintos. Pulso CSAT pregunta después de una conversación resuelta, Generador de Reseñas pide reseñas de producto después de la entrega y Pulso NPS mide lealtad de relación después de una experiencia de entrega. + +Usa [Generador de Reseñas]({% link _journeys/review-builder-playbook.md %}) cuando el objetivo es recopilar una calificación de producto y una reseña escrita después de la entrega. + +Usa [Pulso NPS]({% link _journeys/nps-pulse-playbook.md %}) cuando el objetivo es medir lealtad o probabilidad de recomendar la marca. + +Usa [Respuestas Instantáneas]({% link _journeys/instant-answers-playbook.md %}) o un [Agente Personalizado]({% link _journeys/custom-agent-playbook.md %}) cuando el cliente todavía necesita una respuesta, no una encuesta de satisfacción. + +Usa el Inbox directamente cuando el cliente está molesto, sigue esperando ayuda o la conversación no está realmente resuelta. + +## Qué necesita antes de lanzarla + +Antes de habilitar Pulso CSAT, confirma: + +- Tu equipo tiene una forma clara de marcar conversaciones como resueltas o cerradas. +- La conversación tiene una interacción resuelta con un mensaje recibido del cliente durante esa interacción. +- Los canales donde quieres pedir CSAT están conectados y son elegibles. +- Los perfiles de cliente tienen consentimiento para el canal. +- Tu equipo sabe quién revisa y da seguimiento al feedback negativo. +- Tu equipo sabe dónde revisar Satisfacción del cliente en Calidad de servicio y cómo dar seguimiento en las conversaciones de clientes. + +Para validar la configuración, usa [Verifica tus datos y señales después de configurar]({% link _integrations/verify-data-and-signals.md %}). + +## Edita el mensaje CSAT + +Abre **Misiones**, haz clic en **Explorar misiones** y elige **Pulso CSAT**. + +Abre **Mensaje CSAT** para editar la pregunta que reciben los clientes después de resolver la conversación. + +El mensaje CSAT por defecto pregunta «¿Quedaste conforme con la ayuda?» y ofrece las opciones **👍 Sí** y **👎 No**. + +Puedes adaptar el mensaje al tono de tu marca. Mantenlo breve y fácil de responder. + +Evita hacer varias preguntas a la vez. CSAT funciona mejor cuando la primera respuesta es simple. + +## Elige cuándo debería dispararse + +El disparador es **al resolver**: Pulso CSAT puede enviar después de que una conversación se marca como resuelta o cerrada, si cumple las condiciones de audiencia, interacción y canal. + +Si el timing depende de productos entregados en lugar de una conversación resuelta, ese es un momento de [Generador de Reseñas]({% link _journeys/review-builder-playbook.md %}). + +## Entiende elegibilidad + +Pulso CSAT revisa la interacción resuelta, la audiencia y el canal antes de preparar la pregunta. + +Una pregunta puede omitirse cuando: + +- La interacción resuelta no contiene un mensaje recibido del cliente. +- Ya se generó una pregunta CSAT para el mismo contacto o conversación durante los últimos 14 días, aunque no se haya entregado. Después de ese plazo, una nueva interacción resuelta puede volver a ser elegible. +- El cliente queda fuera de la audiencia configurada o no es elegible para el canal. +- El canal de la interacción no está incluido en la selección manual de canales, o no puede enviar la pregunta de forma válida. +- Consentimiento, límites de envío u otras reglas de envío bloquean el mensaje. + +Si una pregunta CSAT se omite por elegibilidad, no lo trates como una encuesta fallida. Significa que Hellotext evitó preguntar en un mal momento. + +## Maneja respuestas positivas y negativas + +Cuando el cliente responde positivamente, Pulso CSAT registra la respuesta y envía la respuesta positiva configurada. + +Cuando el cliente responde negativamente, Pulso CSAT registra la respuesta y envía un seguimiento. La respuesta y el motivo elegido, si lo hay, permanecen conectados a la conversación original. Si hay un componente de derivación configurado, también asigna la conversación para que un colaborador o equipo haga el seguimiento. + +Para el comportamiento de derivación, usa [Derivación de IA al Inbox]({% link _team/ai-handoff-to-inbox.md %}). + +## Revisa Satisfacción del cliente + +En **Calidad de servicio**, **Satisfacción del cliente** muestra dos porcentajes agregados para el período seleccionado: **CSAT de agentes de IA** y **CSAT de colaboradores**. El porcentaje de colaboradores combina las conversaciones atendidas por una persona desde el inicio con las derivadas de IA a una persona. El período usa la fecha en que respondió el cliente. + +Cada porcentaje se calcula como respuestas positivas divididas entre respuestas positivas más negativas. Cuando ambos períodos tienen datos, el panel compara el período seleccionado con el anterior. + +En este ejemplo ficticio del 11 al 24 de septiembre de 2026, la tarjeta derecha muestra un 81 % de CSAT para agentes de IA y un 75 % para colaboradores. La tarjeta izquierda muestra quién completó la resolución; esos porcentajes describen otra medida. + +
+
+
+ Dos tarjetas del reporte: Ruta de resolución, con 59 % por IA y 41 % por equipo, y Satisfacción del cliente, con CSAT de agentes de IA del 81 % y CSAT de colaboradores del 75 %. Ambas comparaciones de CSAT son verdes. +
+
+
Interfaz real de Calidad de servicio con datos ficticios del 11 al 24 de septiembre de 2026: 81 % de CSAT de agentes de IA y 75 % de CSAT de colaboradores.
+
+ +No hay un reporte de resultados específico de Pulso CSAT en **Misiones**. El panel de Calidad de servicio no muestra tasa de respuesta, cantidades de respuestas, porcentajes separados de conversaciones solo con personas y con derivación, ni desgloses por canal, agente, equipo, intención o misión. Revisa las conversaciones individuales de clientes para consultar motivos negativos y el contexto del seguimiento. Consulta [Reporte de Calidad de servicio]({% link _analytics-reporting-attribution/service-quality-report-guide.md %}) para conocer el reporte. + +## Cómo probarla + +Prueba con conversaciones resueltas realistas antes de habilitar Pulso CSAT ampliamente. + +Prueba: + +- Una conversación resuelta que debería recibir CSAT. +- Una interacción resuelta sin un mensaje recibido del cliente, que no debería recibir CSAT. +- Una respuesta positiva. +- Una respuesta negativa con una derivación configurada para el seguimiento. +- Un canal fuera de su ventana de envío. +- Una conversación resuelta solo por IA. +- Una conversación resuelta por una persona. +- Una conversación que fue derivada de IA a una persona. + +Confirma que la pregunta se envía solo cuando corresponde, las respuestas se registran correctamente, la derivación configurada llega al responsable correcto y los porcentajes de Calidad de servicio reflejan los casos respondidos en el período seleccionado. + +## Qué revisar después del lanzamiento + +Durante los primeros días, revisa: + +- CSAT de agentes de IA y CSAT de colaboradores en Calidad de servicio para el período seleccionado. +- Ejemplos de preguntas y respuestas en las conversaciones de clientes, incluidos los motivos negativos. +- Si la derivación configurada llevó el feedback negativo al colaborador correcto. +- Señales en las conversaciones que revisas de que las preguntas se envían en el momento equivocado. + +Ajusta una cosa por vez: texto del mensaje, proceso de resolución, preparación del canal o responsable del feedback negativo. + +## Guías relacionadas + +- [Biblioteca de misiones por objetivo]({% link _journeys/playbook-library-by-mission.md %}) +- [Cómo habilitar una misión]({% link _journeys/how-to-enable-a-playbook.md %}) +- [Cómo personalizar una misión de forma segura]({% link _journeys/how-to-customize-a-playbook-safely.md %}) +- [Misión Generador de Reseñas]({% link _journeys/review-builder-playbook.md %}) +- [Misión Pulso NPS]({% link _journeys/nps-pulse-playbook.md %}) +- [Misión Respuestas Instantáneas]({% link _journeys/instant-answers-playbook.md %}) +- [Misión Agente Personalizado]({% link _journeys/custom-agent-playbook.md %}) +- [Derivación de IA al Inbox]({% link _team/ai-handoff-to-inbox.md %}) +- [Resumen de inbox y conversaciones]({% link _team/inbox-overview.md %}) +- [Asigna conversaciones]({% link _team/assigning-conversations.md %}) +- [Reportes de misiones]({% link _analytics-reporting-attribution/playbook-reporting.md %}) +- [Cómo decide Hellotext si una misión puede enviar]({% link _journeys/how-hellotext-decides-whether-a-playbook-can-send.md %}) diff --git a/docs/editorial-work/captures/csat-completion-20261011/clone-verification.json b/docs/editorial-work/captures/csat-completion-20261011/clone-verification.json new file mode 100644 index 00000000..c9482a6b --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/clone-verification.json @@ -0,0 +1,24 @@ +{ + "status": "clone_verified_phase1_proposed", + "source_tables": 541, + "source_and_target_sequences": 536, + "original_source_preserved": true, + "new_owned_copy_exact": true, + "source_writes": 0, + "migrations_run": 0, + "global_roles_or_configuration_changed": false, + "runtime_started": false, + "fixture_rows_created": 0, + "private_evidence_sha256": { + "clone-csat-result.json": "244a03e793a08a674e045bb05b08cf017648cf94fe3e2f3bc2c3a4df7a1b2e38", + "clone-binding-result.json": "98f3f583e448afd2eedc71f1c224d9270310314ad27bdf866720a960ed5f0eac", + "contract.json": "0c6987488a21cc1f4261c5e3cdd799654542f7104babc130ac571abe2970c0d2", + "boot-readiness-phase1-proposed.json": "dc4dbb559b503c41818aae02c4c1ea0653540ab12640fd3c799f75261f1aa90e" + }, + "preparation_sha256": "a0b21ffd3bee481621dd4107254fb60320abab8783a1781a9aaec3591d33f148", + "initial_sandbox_denial": { + "path": "audit/csat-completion-20261011/clone-initial-sandbox-denial.json", + "sha256": "5b2f723b70d4d22a59b9449ae199e9433207817052bd73ade629dd1ce9c8cde7" + }, + "next_gate": "Root review of actual clone binding and pending prepare-fixture/preflight ticket. 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Corrected copy explicitly includes undelivered prompts and describes later eligibility as conditional." + }, + { + "topic": "interaction and length", + "status": "passed", + "evidence": [ + "app/models/playbook/csat/interaction_selector.rb:6", + "app/models/playbook/csat/send_attempt.rb:46" + ], + "result": "The selected closed/resolved interaction must overlap a received customer message from this conversation/contact. Neither source checks character length, conversation duration, or a minimum message count. Both articles now describe the actual prerequisite; the retained meaningful-interaction sentence is editorial advice, not a claimed numerical product gate." + }, + { + "topic": "audience and manual channel", + "status": "passed", + "evidence": [ + "app/models/playbook/csat/send_attempt.rb:7", + "app/models/playbook/csat/send_attempt.rb:57" + ], + "result": "Enabled playbook and admittable contact are required. With manual outbound selection, the received source message technology must belong to selected technologies. Both locales qualify sending by interaction, audience and channel rather than claiming every closure sends." + }, + { + "topic": "positive and negative follow-up", + "status": "passed", + "evidence": [ + "app/models/playbook/csat/responder.rb:79", + "app/models/playbook/csat/responder.rb:103", + "app/models/playbook/csat/responder.rb:162" + ], + "result": "First answer records outcome and creates the configured csat_positive or csat_negative follow-up. Negative outcome triggers assignment only when an escalation component exists. Copy distinguishes configured escalation from unconditional routing." + }, + { + "topic": "native defaults", + "status": "passed", + "evidence": [ + "config/locales/models/playbook/component/message/es.yml:42", + "config/locales/models/playbook/component/message/en.yml:42", + "app/models/playbook/component/message.rb:82" + ], + "result": "Spanish question and Sí/No labels and English question and Yes/No labels match native localized defaults exactly. Both defaults have a positive follow-up; no invented question or response threshold remains in the changed copy." + }, + { + "topic": "resolution hooks", + "status": "passed", + "evidence": [ + "app/models/conversation/closeable.rb:152", + "app/models/conversation/closeable.rb:194", + "app/models/ai/conversation.rb:265", + "app/models/ai/conversation.rb:834" + ], + "result": "Human/automation closure and eligible AI resolution call the actual selector/send-attempt path. 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Existing report is sixth. All 12 headings and 24 ordered Liquid links per locale remain identical to preserved originals; all target files exist." + }, + { + "topic": "copy_accuracy", + "result": "Alt, aria and captions match native localized question/options, positive reply and all three negative reasons documented in the source review. Screens are described as editors or static previews of demonstration configuration, not observed deliveries or received responses." + }, + { + "topic": "escalation_scope", + "result": "Caption explicitly preserves empty assignee and disabled parent playbook; component toggle being on is not presented as completed escalation or an enabled playbook." + }, + { + "topic": "source_bindings", + "result": "Exact five-concept x two-locale x two-layout matrix: all 20 actual PNG hashes and IHDR dimensions match source manifest, and every record matches root pixel review hash/status/individually_viewed. Source PNG pixels were not redundantly re-reviewed by this reviewer." + }, + { + "topic": "report", + "result": "Both historical report PNG hashes remain those accepted by report reviewers. Copy qualifies synthetic dates/data and does not claim the configuration fixture produced these results." + } + ], + "findings": [], + "remaining_gates": [ + "The insertion plan remains explicitly pending final admission/runtime closure; this review does not change that gate.", + "Integrate admitted bytes and verify final source, figure markup and build.", + "Complete rendered bilingual Help review at desktop/intermediate/mobile sizes, including each figure detail and readability of the historical report." + ], + "operations": { + "help_edits": false, + "source_edits": false, + "owner_helpers_executed": false, + "db_access": false, + "browser_or_http": false, + "services_started": false, + "external_writes": false, + "publication": false + } +} diff --git a/docs/editorial-work/captures/csat-completion-20261011/insertion-plan.json b/docs/editorial-work/captures/csat-completion-20261011/insertion-plan.json new file mode 100644 index 00000000..3cf5e196 --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/insertion-plan.json @@ -0,0 +1,135 @@ +{ + "schema": "csat-final-insertion-plan-v1", + "status": "approved_for_integration", + "insertions": [ + { + "id": "question-controls", + "locale": "es", + "anchor": "El mensaje CSAT por defecto pregunta «¿Quedaste conforme con la ayuda?» y ofrece las opciones **👍 Sí** y **👎 No**.", + "position": "after", + "copy": { + "aria": "Editor del mensaje CSAT", + "alt": "Mensaje de CSAT con la pregunta predeterminada y las opciones Sí y No en el editor.", + "caption": "Interfaz real con configuración de demostración: revisa la pregunta y las dos opciones antes de habilitar Pulso CSAT." + } + }, + { + "id": "static-preview", + "locale": "es", + "anchor": "La vista previa muestra la pregunta y sus dos opciones. 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En **Mensaje de CSAT**, desplázate hasta **Responder cuando sea positivo** para revisar ese seguimiento.", + "position": "after", + "copy": { + "aria": "Seguimiento para una respuesta positiva", + "alt": "Responder cuando sea positivo muestra el agradecimiento y la pregunta sobre qué se podría mejorar.", + "caption": "Editor real del seguimiento positivo en la configuración de demostración." + } + }, + { + "id": "negative-reasons", + "locale": "es", + "anchor": "En **Responder cuando sea negativo**, revisa el seguimiento y las opciones de motivo.", + "position": "after", + "copy": { + "aria": "Seguimiento y motivos de una respuesta negativa", + "alt": "Responder cuando sea negativo muestra el seguimiento y las opciones No resuelto, Info incorrecta y Otro.", + "caption": "Editor real del seguimiento negativo y sus tres motivos, en una configuración de demostración." + } + }, + { + "id": "escalation-configuration", + "locale": "es", + "anchor": "Para el comportamiento de derivación, usa [Derivación de IA al Inbox]({% link _team/ai-handoff-to-inbox.md %}).", + "position": "after", + "copy": { + "aria": "Configuración de la derivación", + "alt": "Panel Derivación con el interruptor del componente activo y el campo Selecciona persona o equipo sin destinatario elegido.", + "caption": "Interfaz real de la configuración de demostración: la derivación todavía no tiene una persona o equipo seleccionado; la misión permanece deshabilitada." + } + }, + { + "id": "question-controls", + "locale": "en", + "anchor": "The default CSAT message asks “Were you satisfied with the help?” and offers **👍 Yes** and **👎 No**.", + "position": "after", + "copy": { + "aria": "CSAT message editor", + "alt": "CSAT Message shows the default question and the Yes and No response options in the editor.", + "caption": "Real interface with demonstration configuration: review the question and its two options before enabling CSAT Pulse." + } + }, + { + "id": "static-preview", + "locale": "en", + "anchor": "The preview shows the question and its two options. 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In **CSAT Message**, scroll to **Reply with when positive** to review that follow-up.", + "position": "after", + "copy": { + "aria": "Positive response follow-up", + "alt": "Reply with when positive shows a thank-you message and a question about what could be improved.", + "caption": "Real positive follow-up editor in the demonstration configuration." + } + }, + { + "id": "negative-reasons", + "locale": "en", + "anchor": "In **Reply with when negative**, review the follow-up and reason options.", + "position": "after", + "copy": { + "aria": "Negative follow-up and reasons", + "alt": "Reply with when negative shows the follow-up and Not resolved, Wrong info, and Other reason options.", + "caption": "Real negative follow-up editor and its three reasons in a demonstration configuration." + } + }, + { + "id": "escalation-configuration", + "locale": "en", + "anchor": "For handoff behavior, use [AI handoff to Inbox]({% link _team/ai-handoff-to-inbox.md %}).", + "position": "after", + "copy": 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is resolved. + +CSAT Pulse is a post-interaction feedback playbook. It sends a lightweight satisfaction prompt after a conversation is closed, records the response for Customer Satisfaction in Service Quality, and can route negative feedback to a teammate when an escalation is configured. + +It is not a product review request and it is not a brand-loyalty survey. Use [Review Builder]({% link _journeys/review-builder-playbook.md %}) for product reviews after delivery, and use [NPS Pulse]({% link _journeys/nps-pulse-playbook.md %}) when the goal is loyalty or likelihood to recommend. + +## What CSAT Pulse does + +CSAT Pulse helps you measure whether the customer was satisfied with a resolved interaction. + +It can: + +- Send a CSAT prompt after a conversation is resolved or closed. +- Use a simple thumbs-up or thumbs-down response by default. +- Record positive and negative satisfaction responses. +- Avoid asking twice for the same conversation. +- Respect channel, consent, and send-eligibility rules. +- Send a follow-up after a response and route negative feedback when an escalation is configured. +- Contribute answered responses to the AI Agents CSAT and Teammates CSAT percentages in Service Quality. + +The goal is to learn whether the interaction worked and recover quickly when it did not. + +## When to use it + +Use CSAT Pulse when: + +- Your team closes support or sales conversations in the Inbox. +- AI agents or playbooks resolve conversations and you want satisfaction feedback. +- You want to compare aggregate satisfaction for AI agents and teammates. +- You can arrange a teammate to follow up on negative feedback when escalation is configured. +- You have enough conversation volume to learn from the results. + +It works best after an actual resolution event. If the customer never had a meaningful interaction, do not send a CSAT prompt. + +## How it works with other feedback + +CSAT Pulse does not replace the other feedback playbooks. You can have [Review Builder]({% link _journeys/review-builder-playbook.md %}) and [NPS Pulse]({% link _journeys/nps-pulse-playbook.md %}) active alongside CSAT Pulse when each one has the right signal and follow-up owner. + +Hellotext's decision engine treats them as different feedback moments. CSAT Pulse asks after a resolved conversation, Review Builder asks for product reviews after delivery, and NPS Pulse measures relationship loyalty after a delivery experience. + +Use [Review Builder]({% link _journeys/review-builder-playbook.md %}) when the goal is to collect a product rating and written review after delivery. + +Use [NPS Pulse]({% link _journeys/nps-pulse-playbook.md %}) when the goal is to measure loyalty or likelihood to recommend the brand. + +Use [Instant Answers]({% link _journeys/instant-answers-playbook.md %}) or a [Custom Agent]({% link _journeys/custom-agent-playbook.md %}) when the customer still needs an answer, not a satisfaction survey. + +Use the Inbox directly when the customer is actively upset, still waiting for help, or the conversation is not actually resolved. + +## What it needs before launch + +Before enabling CSAT Pulse, confirm: + +- Your team has a clear way to mark conversations as resolved or closed. +- Conversation history is available so Hellotext can tell whether the interaction was meaningful. +- The channels where you want to ask for CSAT are connected and eligible. +- Customer profiles have consent for the channel. +- Your team knows who reviews and follows up on negative feedback. +- Your team knows where to review Customer Satisfaction in Service Quality and how to follow up in customer conversations. + +For setup validation, use [Verify your data and signals after setup]({% link _integrations/verify-data-and-signals.md %}). + +## Edit the CSAT message + +Open **Playbooks**, click **Explore playbooks**, and choose **CSAT Pulse**. + +Open **CSAT message** to edit the question customers receive after the conversation is resolved. + +The default CSAT message is short and conversational, such as: + +Before we close: were you satisfied with the help? 👍 / 👎 + +You can adapt the message to your tone. Keep it short and easy to answer. + +Avoid asking multiple questions at once. CSAT works best when the first response is simple. + +## Choose when it should trigger + +The trigger is **on resolved**: CSAT Pulse sends after a conversation is marked resolved or closed. + +If the timing is based on delivered products instead of a resolved conversation, that is a [Review Builder]({% link _journeys/review-builder-playbook.md %}) moment. + +## Understand eligibility + +CSAT Pulse should ask only when the interaction was meaningful. + +A prompt may be skipped when: + +- The conversation did not have enough customer activity. +- The same conversation already received a CSAT prompt. +- The customer is not eligible for the channel. +- The channel cannot send the prompt compliantly. +- Consent, rate limits, or other send guardrails block the message. + +If a CSAT prompt is skipped because of eligibility, do not treat that as a failed survey. It means Hellotext avoided asking at the wrong time. + +## Handle positive and negative responses + +When the customer responds positively, CSAT Pulse records the response. + +When the customer responds negatively, CSAT Pulse records the response and sends a follow-up. The response and any selected reason remain connected to the original conversation. If an escalation component is configured, it also assigns the conversation for teammate or team follow-up. + +For handoff behavior, use [AI handoff to Inbox]({% link _team/ai-handoff-to-inbox.md %}). + +## Review Customer Satisfaction + +In **Service Quality**, **Customer Satisfaction** shows two aggregate percentages for the selected period: **AI Agents CSAT** and **Teammates CSAT**. The teammate percentage combines conversations handled by a person from the beginning with conversations escalated from AI to a person. The period uses the date the customer answered. + +Each percentage is positive responses divided by positive plus negative responses. When both periods have data, the panel compares the selected period with the previous period. + +There is no dedicated CSAT Pulse results report in **Playbooks**. The Service Quality panel does not show response rate, response counts, separate human-only and escalated percentages, or breakdowns by channel, agent, team, intent, or playbook. Review individual customer conversations for negative reasons and follow-up context. See [Service Quality report]({% link _analytics-reporting-attribution/service-quality-report-guide.md %}) for the report layout. + +## How to test it + +Test with realistic resolved conversations before enabling CSAT Pulse broadly. + +Try: + +- A conversation that is resolved and should receive CSAT. +- A conversation that is too short and should not receive CSAT. +- A positive response. +- A negative response with an escalation configured for follow-up. +- A channel that is outside its send window. +- A conversation resolved by AI only. +- A conversation resolved by a person. +- A conversation that was escalated from AI to a person. + +Confirm that the prompt is sent only when expected, responses are recorded correctly, configured escalation reaches the right owner, and the Service Quality percentages reflect answered test cases in the selected period. + +## What to review after launch + +During the first days, review: + +- AI Agents CSAT and Teammates CSAT in Service Quality for the selected period. +- Examples of prompts and answers in customer conversations, including negative reasons. +- Whether configured escalation brought negative feedback to the right teammate. +- Any signs in the conversations you review that prompts are being sent at the wrong moment. + +Tune one thing at a time: message copy, resolution process, channel readiness, or negative-feedback ownership. + +## Related guides + +- [Playbook library by mission]({% link _journeys/playbook-library-by-mission.md %}) +- [How to enable a playbook]({% link _journeys/how-to-enable-a-playbook.md %}) +- [How to customize a playbook safely]({% link _journeys/how-to-customize-a-playbook-safely.md %}) +- [Review Builder playbook]({% link _journeys/review-builder-playbook.md %}) +- [NPS Pulse playbook]({% link _journeys/nps-pulse-playbook.md %}) +- [Instant Answers playbook]({% link _journeys/instant-answers-playbook.md %}) +- [Custom Agent playbook]({% link _journeys/custom-agent-playbook.md %}) +- [AI handoff to Inbox]({% link _team/ai-handoff-to-inbox.md %}) +- [Inbox and conversations overview]({% link _team/inbox-overview.md %}) +- [Assign conversations]({% link _team/assigning-conversations.md %}) +- [Playbook reporting]({% link _analytics-reporting-attribution/playbook-reporting.md %}) +- [How Hellotext decides whether a playbook can send]({% link _journeys/how-hellotext-decides-whether-a-playbook-can-send.md %}) diff --git a/docs/editorial-work/captures/csat-completion-20261011/originals/_i18n/es/journeys/csat-pulse-playbook.md b/docs/editorial-work/captures/csat-completion-20261011/originals/_i18n/es/journeys/csat-pulse-playbook.md new file mode 100644 index 00000000..1099794f --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/originals/_i18n/es/journeys/csat-pulse-playbook.md @@ -0,0 +1,153 @@ +Usa esta guía cuando quieres que Hellotext pregunte a clientes si quedaron satisfechos después de resolver una conversación de soporte, Inbox, IA o misión. + +Pulso CSAT es una misión de feedback posterior a una interacción. Envía una pregunta breve de satisfacción después de cerrar una conversación, registra la respuesta para Satisfacción del cliente en Calidad de servicio y puede derivar el feedback negativo a un colaborador cuando hay una derivación configurada. + +No es una solicitud de reseña de producto ni una encuesta de lealtad de marca. Usa [Generador de Reseñas]({% link _journeys/review-builder-playbook.md %}) para reseñas de productos después de la entrega, y usa [Pulso NPS]({% link _journeys/nps-pulse-playbook.md %}) cuando el objetivo es medir lealtad o probabilidad de recomendación. + +## Qué hace Pulso CSAT + +Pulso CSAT ayuda a medir si el cliente quedó satisfecho con una interacción resuelta. + +Puede: + +- Enviar una pregunta CSAT después de que una conversación se resuelve o cierra. +- Usar una respuesta simple de pulgar arriba o pulgar abajo por defecto. +- Registrar respuestas positivas y negativas de satisfacción. +- Evitar preguntar dos veces por la misma conversación. +- Respetar reglas de canal, consentimiento y elegibilidad de envío. +- Enviar un seguimiento después de una respuesta y derivar el feedback negativo cuando hay una derivación configurada. +- Aportar las respuestas recibidas a los porcentajes de CSAT de agentes de IA y CSAT de colaboradores en Calidad de servicio. + +El objetivo es aprender si la interacción funcionó y recuperar rápido cuando no funcionó. + +## Cuándo usarla + +Usa Pulso CSAT cuando: + +- Tu equipo cierra conversaciones de soporte o venta en el Inbox. +- Agentes de IA o misiones resuelven conversaciones y quieres feedback de satisfacción. +- Quieres comparar la satisfacción agregada de agentes de IA y colaboradores. +- Puedes asignar a un colaborador el seguimiento del feedback negativo cuando hay una derivación configurada. +- Tienes suficiente volumen de conversaciones para aprender de los resultados. + +Funciona mejor después de un evento real de resolución. Si el cliente nunca tuvo una interacción significativa, no envíes una pregunta CSAT. + +## Cómo convive con otros feedbacks + +Pulso CSAT no reemplaza las demás misiones de feedback. Puedes tener [Generador de Reseñas]({% link _journeys/review-builder-playbook.md %}) y [Pulso NPS]({% link _journeys/nps-pulse-playbook.md %}) activos junto con Pulso CSAT cuando cada uno tiene su señal y responsable de seguimiento. + +El motor de decisión de Hellotext los trata como momentos de feedback distintos. Pulso CSAT pregunta después de una conversación resuelta, Generador de Reseñas pide reseñas de producto después de la entrega y Pulso NPS mide lealtad de relación después de una experiencia de entrega. + +Usa [Generador de Reseñas]({% link _journeys/review-builder-playbook.md %}) cuando el objetivo es recopilar una calificación de producto y una reseña escrita después de la entrega. + +Usa [Pulso NPS]({% link _journeys/nps-pulse-playbook.md %}) cuando el objetivo es medir lealtad o probabilidad de recomendar la marca. + +Usa [Respuestas Instantáneas]({% link _journeys/instant-answers-playbook.md %}) o un [Agente Personalizado]({% link _journeys/custom-agent-playbook.md %}) cuando el cliente todavía necesita una respuesta, no una encuesta de satisfacción. + +Usa el Inbox directamente cuando el cliente está molesto, sigue esperando ayuda o la conversación no está realmente resuelta. + +## Qué necesita antes de lanzarla + +Antes de habilitar Pulso CSAT, confirma: + +- Tu equipo tiene una forma clara de marcar conversaciones como resueltas o cerradas. +- El historial de conversación está disponible para que Hellotext pueda detectar si la interacción fue significativa. +- Los canales donde quieres pedir CSAT están conectados y son elegibles. +- Los perfiles de cliente tienen consentimiento para el canal. +- Tu equipo sabe quién revisa y da seguimiento al feedback negativo. +- Tu equipo sabe dónde revisar Satisfacción del cliente en Calidad de servicio y cómo dar seguimiento en las conversaciones de clientes. + +Para validar la configuración, usa [Verifica tus datos y señales después de configurar]({% link _integrations/verify-data-and-signals.md %}). + +## Edita el mensaje CSAT + +Abre **Misiones**, haz clic en **Explorar misiones** y elige **Pulso CSAT**. + +Abre **Mensaje CSAT** para editar la pregunta que reciben los clientes después de resolver la conversación. + +El mensaje CSAT por defecto es corto y conversacional, por ejemplo: + +Antes de cerrar: ¿quedaste satisfecho con la ayuda? 👍 / 👎 + +Puedes adaptar el mensaje al tono de tu marca. Mantenlo breve y fácil de responder. + +Evita hacer varias preguntas a la vez. CSAT funciona mejor cuando la primera respuesta es simple. + +## Elige cuándo debería dispararse + +El disparador es **al resolver**: Pulso CSAT envía después de que una conversación se marca como resuelta o cerrada. + +Si el timing depende de productos entregados en lugar de una conversación resuelta, ese es un momento de [Generador de Reseñas]({% link _journeys/review-builder-playbook.md %}). + +## Entiende elegibilidad + +Pulso CSAT debería preguntar solo cuando la interacción fue significativa. + +Una pregunta puede omitirse cuando: + +- La conversación no tuvo suficiente actividad del cliente. +- La misma conversación ya recibió una pregunta CSAT. +- El cliente no es elegible para el canal. +- El canal no puede enviar la pregunta de forma válida. +- Consentimiento, límites de envío u otras reglas de envío bloquean el mensaje. + +Si una pregunta CSAT se omite por elegibilidad, no lo trates como una encuesta fallida. Significa que Hellotext evitó preguntar en un mal momento. + +## Maneja respuestas positivas y negativas + +Cuando el cliente responde positivamente, Pulso CSAT registra la respuesta. + +Cuando el cliente responde negativamente, Pulso CSAT registra la respuesta y envía un seguimiento. La respuesta y el motivo elegido, si lo hay, permanecen conectados a la conversación original. Si hay un componente de derivación configurado, también asigna la conversación para que un colaborador o equipo haga el seguimiento. + +Para el comportamiento de derivación, usa [Derivación de IA al Inbox]({% link _team/ai-handoff-to-inbox.md %}). + +## Revisa Satisfacción del cliente + +En **Calidad de servicio**, **Satisfacción del cliente** muestra dos porcentajes agregados para el período seleccionado: **CSAT de agentes de IA** y **CSAT de colaboradores**. El porcentaje de colaboradores combina las conversaciones atendidas por una persona desde el inicio con las derivadas de IA a una persona. El período usa la fecha en que respondió el cliente. + +Cada porcentaje se calcula como respuestas positivas divididas entre respuestas positivas más negativas. Cuando ambos períodos tienen datos, el panel compara el período seleccionado con el anterior. + +No hay un reporte de resultados específico de Pulso CSAT en **Misiones**. El panel de Calidad de servicio no muestra tasa de respuesta, cantidades de respuestas, porcentajes separados de conversaciones solo con personas y con derivación, ni desgloses por canal, agente, equipo, intención o misión. Revisa las conversaciones individuales de clientes para consultar motivos negativos y el contexto del seguimiento. Consulta [Reporte de Calidad de servicio]({% link _analytics-reporting-attribution/service-quality-report-guide.md %}) para conocer el reporte. + +## Cómo probarla + +Prueba con conversaciones resueltas realistas antes de habilitar Pulso CSAT ampliamente. + +Prueba: + +- Una conversación resuelta que debería recibir CSAT. +- Una conversación demasiado corta que no debería recibir CSAT. +- Una respuesta positiva. +- Una respuesta negativa con una derivación configurada para el seguimiento. +- Un canal fuera de su ventana de envío. +- Una conversación resuelta solo por IA. +- Una conversación resuelta por una persona. +- Una conversación que fue derivada de IA a una persona. + +Confirma que la pregunta se envía solo cuando corresponde, las respuestas se registran correctamente, la derivación configurada llega al responsable correcto y los porcentajes de Calidad de servicio reflejan los casos respondidos en el período seleccionado. + +## Qué revisar después del lanzamiento + +Durante los primeros días, revisa: + +- CSAT de agentes de IA y CSAT de colaboradores en Calidad de servicio para el período seleccionado. +- Ejemplos de preguntas y respuestas en las conversaciones de clientes, incluidos los motivos negativos. +- Si la derivación configurada llevó el feedback negativo al colaborador correcto. +- Señales en las conversaciones que revisas de que las preguntas se envían en el momento equivocado. + +Ajusta una cosa por vez: texto del mensaje, proceso de resolución, preparación del canal o responsable del feedback negativo. + +## Guías relacionadas + +- [Biblioteca de misiones por objetivo]({% link _journeys/playbook-library-by-mission.md %}) +- [Cómo habilitar una misión]({% link _journeys/how-to-enable-a-playbook.md %}) +- [Cómo personalizar una misión de forma segura]({% link _journeys/how-to-customize-a-playbook-safely.md %}) +- [Misión Generador de Reseñas]({% link _journeys/review-builder-playbook.md %}) +- [Misión Pulso NPS]({% link _journeys/nps-pulse-playbook.md %}) +- [Misión Respuestas Instantáneas]({% link _journeys/instant-answers-playbook.md %}) +- [Misión Agente Personalizado]({% link _journeys/custom-agent-playbook.md %}) +- [Derivación de IA al Inbox]({% link _team/ai-handoff-to-inbox.md %}) +- [Resumen de inbox y conversaciones]({% link _team/inbox-overview.md %}) +- [Asigna conversaciones]({% link _team/assigning-conversations.md %}) +- [Reportes de misiones]({% link _analytics-reporting-attribution/playbook-reporting.md %}) +- [Cómo decide Hellotext si una misión puede enviar]({% link _journeys/how-hellotext-decides-whether-a-playbook-can-send.md %}) diff --git a/docs/editorial-work/captures/csat-completion-20261011/originals/_journeys/csat-pulse-playbook.md b/docs/editorial-work/captures/csat-completion-20261011/originals/_journeys/csat-pulse-playbook.md new file mode 100644 index 00000000..d909847f --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/originals/_journeys/csat-pulse-playbook.md @@ -0,0 +1,23 @@ +--- +languages: ["en", "es"] + +navigation_group: service +avatar: + icon: happy-face + color: banana + +en: + title: CSAT Pulse playbook + description: Ask for satisfaction feedback after a resolved conversation and route negative responses when escalation is configured. +es: + title: Misión Pulso CSAT + description: Pide feedback de satisfacción después de resolver una conversación y deriva respuestas negativas cuando hay una derivación configurada. + +permalink: csat-pulse-playbook +permalink_es: pulso-csat + +layout: guide +topic: journeys +--- + +{% translate_file journeys/csat-pulse-playbook.md %} diff --git a/docs/editorial-work/captures/csat-completion-20261011/originals/docs/editorial-work/progress.csv b/docs/editorial-work/captures/csat-completion-20261011/originals/docs/editorial-work/progress.csv new file mode 100644 index 00000000..c267d6ac --- /dev/null +++ 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+troubleshooting-deliverability/troubleshoot-pages-that-do-not-load.md,local_verified,97b816b80feea0d89b6726ed5d9aa3e0bd5f707b,docs/editorial-work/troubleshoot-pages-that-do-not-load.md +troubleshooting-deliverability/troubleshoot-push-notifications.md,local_verified,aa27f339576a56ac1d3e644e7529c341185c6739,docs/editorial-work/troubleshoot-push-notifications.md +troubleshooting-deliverability/troubleshoot-whatsapp-templates.md,pending,, +troubleshooting-deliverability/troubleshooting-checklist.md,local_verified,9c3d37e94321f15ae405ee620855c85f244a25d5,docs/editorial-work/troubleshooting-checklist.md +troubleshooting-deliverability/troubleshooting-overview.md,local_verified,02a10bff7618912fb3b733d067f8de1120d80d7c,docs/editorial-work/troubleshooting-overview.md +troubleshooting-deliverability/why-a-message-did-not-send.md,local_verified,52a3db1b5911f2c869a4804c5e0d831392a7a7ea,docs/editorial-work/why-a-message-did-not-send.md diff --git a/docs/editorial-work/captures/csat-completion-20261011/pre-integration/en.md b/docs/editorial-work/captures/csat-completion-20261011/pre-integration/en.md new file mode 100644 index 00000000..88d56d74 --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/pre-integration/en.md @@ -0,0 +1,166 @@ +Use this guide when you want Hellotext to ask customers whether they were satisfied after a support, Inbox, AI, or playbook conversation is resolved. + +CSAT Pulse is a post-interaction feedback playbook. It sends a lightweight satisfaction prompt after a conversation is closed, records the response for Customer Satisfaction in Service Quality, and can route negative feedback to a teammate when an escalation is configured. + +It is not a product review request and it is not a brand-loyalty survey. Use [Review Builder]({% link _journeys/review-builder-playbook.md %}) for product reviews after delivery, and use [NPS Pulse]({% link _journeys/nps-pulse-playbook.md %}) when the goal is loyalty or likelihood to recommend. + +## What CSAT Pulse does + +CSAT Pulse helps you measure whether the customer was satisfied with a resolved interaction. + +It can: + +- Send a CSAT prompt after a conversation is resolved or closed. +- Use a simple thumbs-up or thumbs-down response by default. +- Record positive and negative satisfaction responses. +- Avoid new prompts for the same contact or conversation for 14 days after the last CSAT prompt. +- Respect channel, consent, and send-eligibility rules. +- Send a follow-up after a response and route negative feedback when an escalation is configured. +- Contribute answered responses to the AI Agents CSAT and Teammates CSAT percentages in Service Quality. + +The goal is to learn whether the interaction worked and recover quickly when it did not. + +## When to use it + +Use CSAT Pulse when: + +- Your team closes support or sales conversations in the Inbox. +- AI agents or playbooks resolve conversations and you want satisfaction feedback. +- You want to compare aggregate satisfaction for AI agents and teammates. +- You can arrange a teammate to follow up on negative feedback when escalation is configured. +- You have enough conversation volume to learn from the results. + +It works best after an actual resolution event. If the customer never had a meaningful interaction, do not send a CSAT prompt. + +## How it works with other feedback + +CSAT Pulse does not replace the other feedback playbooks. You can have [Review Builder]({% link _journeys/review-builder-playbook.md %}) and [NPS Pulse]({% link _journeys/nps-pulse-playbook.md %}) active alongside CSAT Pulse when each one has the right signal and follow-up owner. + +Hellotext's decision engine treats them as different feedback moments. CSAT Pulse asks after a resolved conversation, Review Builder asks for product reviews after delivery, and NPS Pulse measures relationship loyalty after a delivery experience. + +Use [Review Builder]({% link _journeys/review-builder-playbook.md %}) when the goal is to collect a product rating and written review after delivery. + +Use [NPS Pulse]({% link _journeys/nps-pulse-playbook.md %}) when the goal is to measure loyalty or likelihood to recommend the brand. + +Use [Instant Answers]({% link _journeys/instant-answers-playbook.md %}) or a [Custom Agent]({% link _journeys/custom-agent-playbook.md %}) when the customer still needs an answer, not a satisfaction survey. + +Use the Inbox directly when the customer is actively upset, still waiting for help, or the conversation is not actually resolved. + +## What it needs before launch + +Before enabling CSAT Pulse, confirm: + +- Your team has a clear way to mark conversations as resolved or closed. +- The conversation has a resolved interaction with a customer message received during that interaction. +- The channels where you want to ask for CSAT are connected and eligible. +- Customer profiles have consent for the channel. +- Your team knows who reviews and follows up on negative feedback. +- Your team knows where to review Customer Satisfaction in Service Quality and how to follow up in customer conversations. + +For setup validation, use [Verify your data and signals after setup]({% link _integrations/verify-data-and-signals.md %}). + +## Edit the CSAT message + +Open **Playbooks**, click **Explore playbooks**, and choose **CSAT Pulse**. + +Open **CSAT Message** to edit the question customers receive after the conversation is resolved. + +The default CSAT message asks “Were you satisfied with the help?” and offers **👍 Yes** and **👎 No**. + +You can adapt the message to your tone. Keep it short and easy to answer. + +Avoid asking multiple questions at once. CSAT works best when the first response is simple. + +The preview shows the question and its two options. Review them before enabling the playbook. + +## Choose when it should trigger + +The trigger is **on resolved**: CSAT Pulse can send after a conversation is marked resolved or closed, when its audience, interaction, and channel conditions are met. + +If the timing is based on delivered products instead of a resolved conversation, that is a [Review Builder]({% link _journeys/review-builder-playbook.md %}) moment. + +## Understand eligibility + +CSAT Pulse checks the resolved interaction, audience, and channel before preparing the prompt. + +A prompt may be skipped when: + +- The resolved interaction has no received customer message. +- A CSAT prompt was created for the same contact or conversation within the last 14 days, even if it was not delivered. After that interval, a newly resolved interaction can become eligible again. +- The customer falls outside the configured audience or is not eligible for the channel. +- The interaction channel is excluded from the manual channel selection, or cannot send the prompt compliantly. +- Consent, rate limits, or other send guardrails block the message. + +If a CSAT prompt is skipped because of eligibility, do not treat that as a failed survey. It means Hellotext avoided asking at the wrong time. + +## Handle positive and negative responses + +When the customer responds positively, CSAT Pulse records the response and sends the configured positive reply. In **CSAT Message**, scroll to **Reply with when positive** to review that follow-up. + +When the customer responds negatively, CSAT Pulse records the response and sends a follow-up. The response and any selected reason remain connected to the original conversation. If an escalation component is configured, it also assigns the conversation for teammate or team follow-up. + +In **Reply with when negative**, review the follow-up and reason options. + +For handoff behavior, use [AI handoff to Inbox]({% link _team/ai-handoff-to-inbox.md %}). + +## Review Customer Satisfaction + +In **Service Quality**, **Customer Satisfaction** shows two aggregate percentages for the selected period: **AI Agents CSAT** and **Teammates CSAT**. The teammate percentage combines conversations handled by a person from the beginning with conversations escalated from AI to a person. The period uses the date the customer answered. + +Each percentage is positive responses divided by positive plus negative responses. When both periods have data, the panel compares the selected period with the previous period. + +In this fictional example for September 11–24, 2026, the right card shows 81% CSAT for AI agents and 75% for teammates. The left card shows who completed the resolution; those percentages describe a different measure. + +
+
+
+ Two report cards: Resolution path, with 59% resolved by AI and 41% by the team, and Customer Satisfaction, with 81% AI Agents CSAT and 75% Teammates CSAT. Both CSAT comparisons are green. +
+
+
Real Service Quality interface with fictional data for September 11–24, 2026: 81% AI agents CSAT and 75% teammates CSAT.
+
+ +There is no dedicated CSAT Pulse results report in **Playbooks**. The Service Quality panel does not show response rate, response counts, separate human-only and escalated percentages, or breakdowns by channel, agent, team, intent, or playbook. Review individual customer conversations for negative reasons and follow-up context. See [Service Quality report]({% link _analytics-reporting-attribution/service-quality-report-guide.md %}) for the report layout. + +## How to test it + +Test with realistic resolved conversations before enabling CSAT Pulse broadly. + +Try: + +- A conversation that is resolved and should receive CSAT. +- A resolved interaction with no received customer message, which should not receive CSAT. +- A positive response. +- A negative response with an escalation configured for follow-up. +- A channel that is outside its send window. +- A conversation resolved by AI only. +- A conversation resolved by a person. +- A conversation that was escalated from AI to a person. + +Confirm that the prompt is sent only when expected, responses are recorded correctly, configured escalation reaches the right owner, and the Service Quality percentages reflect answered test cases in the selected period. + +## What to review after launch + +During the first days, review: + +- AI Agents CSAT and Teammates CSAT in Service Quality for the selected period. +- Examples of prompts and answers in customer conversations, including negative reasons. +- Whether configured escalation brought negative feedback to the right teammate. +- Any signs in the conversations you review that prompts are being sent at the wrong moment. + +Tune one thing at a time: message copy, resolution process, channel readiness, or negative-feedback ownership. + +## Related guides + +- [Playbook library by mission]({% link _journeys/playbook-library-by-mission.md %}) +- [How to enable a playbook]({% link _journeys/how-to-enable-a-playbook.md %}) +- [How to customize a playbook safely]({% link _journeys/how-to-customize-a-playbook-safely.md %}) +- [Review Builder playbook]({% link _journeys/review-builder-playbook.md %}) +- [NPS Pulse playbook]({% link _journeys/nps-pulse-playbook.md %}) +- [Instant Answers playbook]({% link _journeys/instant-answers-playbook.md %}) +- [Custom Agent playbook]({% link _journeys/custom-agent-playbook.md %}) +- [AI handoff to Inbox]({% link _team/ai-handoff-to-inbox.md %}) +- [Inbox and conversations overview]({% link _team/inbox-overview.md %}) +- [Assign conversations]({% link _team/assigning-conversations.md %}) +- [Playbook reporting]({% link _analytics-reporting-attribution/playbook-reporting.md %}) +- [How Hellotext decides whether a playbook can send]({% link _journeys/how-hellotext-decides-whether-a-playbook-can-send.md %}) diff --git a/docs/editorial-work/captures/csat-completion-20261011/pre-integration/es.md b/docs/editorial-work/captures/csat-completion-20261011/pre-integration/es.md new file mode 100644 index 00000000..f95286bd --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/pre-integration/es.md @@ -0,0 +1,166 @@ +Usa esta guía cuando quieres que Hellotext pregunte a clientes si quedaron satisfechos después de resolver una conversación de soporte, Inbox, IA o misión. + +Pulso CSAT es una misión de feedback posterior a una interacción. Envía una pregunta breve de satisfacción después de cerrar una conversación, registra la respuesta para Satisfacción del cliente en Calidad de servicio y puede derivar el feedback negativo a un colaborador cuando hay una derivación configurada. + +No es una solicitud de reseña de producto ni una encuesta de lealtad de marca. Usa [Generador de Reseñas]({% link _journeys/review-builder-playbook.md %}) para reseñas de productos después de la entrega, y usa [Pulso NPS]({% link _journeys/nps-pulse-playbook.md %}) cuando el objetivo es medir lealtad o probabilidad de recomendación. + +## Qué hace Pulso CSAT + +Pulso CSAT ayuda a medir si el cliente quedó satisfecho con una interacción resuelta. + +Puede: + +- Enviar una pregunta CSAT después de que una conversación se resuelve o cierra. +- Usar una respuesta simple de pulgar arriba o pulgar abajo por defecto. +- Registrar respuestas positivas y negativas de satisfacción. +- Evitar nuevas preguntas al mismo contacto o conversación durante los 14 días posteriores a la última pregunta CSAT. +- Respetar reglas de canal, consentimiento y elegibilidad de envío. +- Enviar un seguimiento después de una respuesta y derivar el feedback negativo cuando hay una derivación configurada. +- Aportar las respuestas recibidas a los porcentajes de CSAT de agentes de IA y CSAT de colaboradores en Calidad de servicio. + +El objetivo es aprender si la interacción funcionó y recuperar rápido cuando no funcionó. + +## Cuándo usarla + +Usa Pulso CSAT cuando: + +- Tu equipo cierra conversaciones de soporte o venta en el Inbox. +- Agentes de IA o misiones resuelven conversaciones y quieres feedback de satisfacción. +- Quieres comparar la satisfacción agregada de agentes de IA y colaboradores. +- Puedes asignar a un colaborador el seguimiento del feedback negativo cuando hay una derivación configurada. +- Tienes suficiente volumen de conversaciones para aprender de los resultados. + +Funciona mejor después de un evento real de resolución. Si el cliente nunca tuvo una interacción significativa, no envíes una pregunta CSAT. + +## Cómo convive con otros feedbacks + +Pulso CSAT no reemplaza las demás misiones de feedback. Puedes tener [Generador de Reseñas]({% link _journeys/review-builder-playbook.md %}) y [Pulso NPS]({% link _journeys/nps-pulse-playbook.md %}) activos junto con Pulso CSAT cuando cada uno tiene su señal y responsable de seguimiento. + +El motor de decisión de Hellotext los trata como momentos de feedback distintos. Pulso CSAT pregunta después de una conversación resuelta, Generador de Reseñas pide reseñas de producto después de la entrega y Pulso NPS mide lealtad de relación después de una experiencia de entrega. + +Usa [Generador de Reseñas]({% link _journeys/review-builder-playbook.md %}) cuando el objetivo es recopilar una calificación de producto y una reseña escrita después de la entrega. + +Usa [Pulso NPS]({% link _journeys/nps-pulse-playbook.md %}) cuando el objetivo es medir lealtad o probabilidad de recomendar la marca. + +Usa [Respuestas Instantáneas]({% link _journeys/instant-answers-playbook.md %}) o un [Agente Personalizado]({% link _journeys/custom-agent-playbook.md %}) cuando el cliente todavía necesita una respuesta, no una encuesta de satisfacción. + +Usa el Inbox directamente cuando el cliente está molesto, sigue esperando ayuda o la conversación no está realmente resuelta. + +## Qué necesita antes de lanzarla + +Antes de habilitar Pulso CSAT, confirma: + +- Tu equipo tiene una forma clara de marcar conversaciones como resueltas o cerradas. +- La conversación tiene una interacción resuelta con un mensaje recibido del cliente durante esa interacción. +- Los canales donde quieres pedir CSAT están conectados y son elegibles. +- Los perfiles de cliente tienen consentimiento para el canal. +- Tu equipo sabe quién revisa y da seguimiento al feedback negativo. +- Tu equipo sabe dónde revisar Satisfacción del cliente en Calidad de servicio y cómo dar seguimiento en las conversaciones de clientes. + +Para validar la configuración, usa [Verifica tus datos y señales después de configurar]({% link _integrations/verify-data-and-signals.md %}). + +## Edita el mensaje CSAT + +Abre **Misiones**, haz clic en **Explorar misiones** y elige **Pulso CSAT**. + +Abre **Mensaje de CSAT** para editar la pregunta que reciben los clientes después de resolver la conversación. + +El mensaje CSAT por defecto pregunta «¿Quedaste conforme con la ayuda?» y ofrece las opciones **👍 Sí** y **👎 No**. + +Puedes adaptar el mensaje al tono de tu marca. Mantenlo breve y fácil de responder. + +Evita hacer varias preguntas a la vez. CSAT funciona mejor cuando la primera respuesta es simple. + +La vista previa muestra la pregunta y sus dos opciones. Revísalas antes de habilitar la misión. + +## Elige cuándo debería dispararse + +El disparador es **al resolver**: Pulso CSAT puede enviar después de que una conversación se marca como resuelta o cerrada, si cumple las condiciones de audiencia, interacción y canal. + +Si el timing depende de productos entregados en lugar de una conversación resuelta, ese es un momento de [Generador de Reseñas]({% link _journeys/review-builder-playbook.md %}). + +## Entiende elegibilidad + +Pulso CSAT revisa la interacción resuelta, la audiencia y el canal antes de preparar la pregunta. + +Una pregunta puede omitirse cuando: + +- La interacción resuelta no contiene un mensaje recibido del cliente. +- Ya se generó una pregunta CSAT para el mismo contacto o conversación durante los últimos 14 días, aunque no se haya entregado. Después de ese plazo, una nueva interacción resuelta puede volver a ser elegible. +- El cliente queda fuera de la audiencia configurada o no es elegible para el canal. +- El canal de la interacción no está incluido en la selección manual de canales, o no puede enviar la pregunta de forma válida. +- Consentimiento, límites de envío u otras reglas de envío bloquean el mensaje. + +Si una pregunta CSAT se omite por elegibilidad, no lo trates como una encuesta fallida. Significa que Hellotext evitó preguntar en un mal momento. + +## Maneja respuestas positivas y negativas + +Cuando el cliente responde positivamente, Pulso CSAT registra la respuesta y envía la respuesta positiva configurada. En **Mensaje de CSAT**, desplázate hasta **Responder cuando sea positivo** para revisar ese seguimiento. + +Cuando el cliente responde negativamente, Pulso CSAT registra la respuesta y envía un seguimiento. La respuesta y el motivo elegido, si lo hay, permanecen conectados a la conversación original. Si hay un componente de derivación configurado, también asigna la conversación para que un colaborador o equipo haga el seguimiento. + +En **Responder cuando sea negativo**, revisa el seguimiento y las opciones de motivo. + +Para el comportamiento de derivación, usa [Derivación de IA al Inbox]({% link _team/ai-handoff-to-inbox.md %}). + +## Revisa Satisfacción del cliente + +En **Calidad de servicio**, **Satisfacción del cliente** muestra dos porcentajes agregados para el período seleccionado: **CSAT de agentes de IA** y **CSAT de colaboradores**. El porcentaje de colaboradores combina las conversaciones atendidas por una persona desde el inicio con las derivadas de IA a una persona. El período usa la fecha en que respondió el cliente. + +Cada porcentaje se calcula como respuestas positivas divididas entre respuestas positivas más negativas. Cuando ambos períodos tienen datos, el panel compara el período seleccionado con el anterior. + +En este ejemplo ficticio del 11 al 24 de septiembre de 2026, la tarjeta derecha muestra un 81 % de CSAT para agentes de IA y un 75 % para colaboradores. La tarjeta izquierda muestra quién completó la resolución; esos porcentajes describen otra medida. + +
+
+
+ Dos tarjetas del reporte: Ruta de resolución, con 59 % por IA y 41 % por equipo, y Satisfacción del cliente, con CSAT de agentes de IA del 81 % y CSAT de colaboradores del 75 %. Ambas comparaciones de CSAT son verdes. +
+
+
Interfaz real de Calidad de servicio con datos ficticios del 11 al 24 de septiembre de 2026: 81 % de CSAT de agentes de IA y 75 % de CSAT de colaboradores.
+
+ +No hay un reporte de resultados específico de Pulso CSAT en **Misiones**. El panel de Calidad de servicio no muestra tasa de respuesta, cantidades de respuestas, porcentajes separados de conversaciones solo con personas y con derivación, ni desgloses por canal, agente, equipo, intención o misión. Revisa las conversaciones individuales de clientes para consultar motivos negativos y el contexto del seguimiento. Consulta [Reporte de Calidad de servicio]({% link _analytics-reporting-attribution/service-quality-report-guide.md %}) para conocer el reporte. + +## Cómo probarla + +Prueba con conversaciones resueltas realistas antes de habilitar Pulso CSAT ampliamente. + +Prueba: + +- Una conversación resuelta que debería recibir CSAT. +- Una interacción resuelta sin un mensaje recibido del cliente, que no debería recibir CSAT. +- Una respuesta positiva. +- Una respuesta negativa con una derivación configurada para el seguimiento. +- Un canal fuera de su ventana de envío. +- Una conversación resuelta solo por IA. +- Una conversación resuelta por una persona. +- Una conversación que fue derivada de IA a una persona. + +Confirma que la pregunta se envía solo cuando corresponde, las respuestas se registran correctamente, la derivación configurada llega al responsable correcto y los porcentajes de Calidad de servicio reflejan los casos respondidos en el período seleccionado. + +## Qué revisar después del lanzamiento + +Durante los primeros días, revisa: + +- CSAT de agentes de IA y CSAT de colaboradores en Calidad de servicio para el período seleccionado. +- Ejemplos de preguntas y respuestas en las conversaciones de clientes, incluidos los motivos negativos. +- Si la derivación configurada llevó el feedback negativo al colaborador correcto. +- Señales en las conversaciones que revisas de que las preguntas se envían en el momento equivocado. + +Ajusta una cosa por vez: texto del mensaje, proceso de resolución, preparación del canal o responsable del feedback negativo. + +## Guías relacionadas + +- [Biblioteca de misiones por objetivo]({% link _journeys/playbook-library-by-mission.md %}) +- [Cómo habilitar una misión]({% link _journeys/how-to-enable-a-playbook.md %}) +- [Cómo personalizar una misión de forma segura]({% link _journeys/how-to-customize-a-playbook-safely.md %}) +- [Misión Generador de Reseñas]({% link _journeys/review-builder-playbook.md %}) +- [Misión Pulso NPS]({% link _journeys/nps-pulse-playbook.md %}) +- [Misión Respuestas Instantáneas]({% link _journeys/instant-answers-playbook.md %}) +- [Misión Agente Personalizado]({% link _journeys/custom-agent-playbook.md %}) +- [Derivación de IA al Inbox]({% link _team/ai-handoff-to-inbox.md %}) +- [Resumen de inbox y conversaciones]({% link _team/inbox-overview.md %}) +- [Asigna conversaciones]({% link _team/assigning-conversations.md %}) +- [Reportes de misiones]({% link _analytics-reporting-attribution/playbook-reporting.md %}) +- [Cómo decide Hellotext si una misión puede enviar]({% link _journeys/how-hellotext-decides-whether-a-playbook-can-send.md %}) diff --git a/docs/editorial-work/captures/csat-completion-20261011/preparation.json b/docs/editorial-work/captures/csat-completion-20261011/preparation.json new file mode 100644 index 00000000..feb6ebbb --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/preparation.json @@ -0,0 +1,283 @@ +{ + "schema": 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This does not constitute inline Help review.", + "caption": "Interfaz real de Calidad de servicio con datos ficticios del 11 al 24 de septiembre de 2026: 81 % de CSAT de agentes de IA y 75 % de CSAT de colaboradores.", + "native_width_css": 1207, + "frame_max_width_css": 1225, + "same_desktop_source_at_both_help_layouts": true + }, + { + "locale": "en", + "article": "_i18n/en/journeys/csat-pulse-playbook.md", + "article_sha256": "84b1585b1d32b952ae89ef7b5bf9499389cce214f8d8c1845eb761d5a8386b64", + "base_copy_sha256": "0bd67e93a9768c8d0d21191a60bd52cccf93c07622931148314b6d72bb8493e2", + "only_changes_after_approved_copy": [ + "one contextual lead-in paragraph", + "one static report figure", + "later figcaption simplification only" + ], + "headings_preserved": 12, + "ordered_links_preserved": 24, + "report_png": { + "path": "help-csat-completion-20261011/images/analytics-reporting-attribution/service-quality-report-guide/resolution-csat-en.png", + "sha256": "1620c7d798175ee51e4047d471731c40304c0705e6615c2b176ef1e7f1757eeb" + }, + "provenance": { + "path": "help-csat-completion-20261011/docs/editorial-work/captures/service-quality-report-guide/resolution-csat-en.json", + "sha256": "9ddd0e56077c862b8ec26e1e199a9fccad5c89ce4c373141527d4dc54232ead1" + }, + "pixel_size": [ + 2414, + 940 + ], + "native_density": 2, + "icc": { + "profile": "Display P3", + "sha256": "0ff6958f98684c61f6bbdce1368ddeaf3873baf84545baba482e920d92a914c0", + "bytes": 536 + }, + "chunk_types": [ + "IDAT", + "IEND", + "IHDR", + "cICP", + "eXIf", + "iCCP" + ], + "all_chunk_crcs_valid": true, + "source_individually_viewed": true, + "visual_observation": "Two complete native report cards. Resolution59/41 is separate from CSAT81/75; both comparison indicators green. Labels match locale. Lead-in and alt describe these actual pixels.", + "viewing_limit": "view_image requested original; tool displayed2048px width. This does not constitute inline Help review.", + "caption": "Real Service Quality interface with fictional data for September 11–24, 2026: 81% AI agents CSAT and 75% teammates CSAT.", + "native_width_css": 1207, + "frame_max_width_css": 1225, + "same_desktop_source_at_both_help_layouts": true + } + ], + "resolved_recommendations": [ + { + "id": "CSAT-REPORT-CAPTION", + "status": "closed_by_root_caption_only_change", + "reason": "Keep reader-facing caption focused on Service Quality values and fictional period. Historical reuse/lineage stays in CAP/workrecord.", + "adjustment": { + "path": "help-csat-completion-20261011/docs/editorial-work/captures/csat-completion-20261011/report-caption-adjustment.json", + "sha256": "8ff2079f5554877e144780a2f9137923362ff09b21a9bdaa450711ca5ce92109" + } + } + ], + "findings": [], + "pending": [ + "Actual new native CSAT sources and admission", + "Complete six-view Help review and every figure detail, including mobile readability of the historical report" + ], + "operations": { + "help_edits": false, + "network_requests": false, + "build": false, + "services": false, + "publication": false + } +} diff --git a/docs/editorial-work/captures/csat-completion-20261011/report-integration.json b/docs/editorial-work/captures/csat-completion-20261011/report-integration.json new file mode 100644 index 00000000..5e278798 --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/report-integration.json @@ -0,0 +1,28 @@ +{ + "status": "report_figure_inserted_current_ui_captures_and_full_guide_QA_pending", + "copy_review_sha256": "76b996f734d8d0e5dac924949be31a5315a01c22a0c09ccd44aafe107a173201", + "report_reuse_review_sha256": "7efc86e526989217d63eea7a4ce0329adab3086ef6337b043250dd17f3f56ef2", + "records": [ + { + "locale": "es", + "before_sha256": "04ae0836fa3d6d289dd42bf74fc1ca013f2c7a00d69050f795d4211e04470a1b", + "after_sha256": "0c1e0b3ea314c9f07341c4359285b5ad36e92a3d093a4492cf93dd9be35610e4", + "inserted_after": "Cada porcentaje se calcula como respuestas positivas divididas entre respuestas positivas más negativas. Cuando ambos períodos tienen datos, el panel compara el período seleccionado con el anterior.", + "lead_in": "En este ejemplo ficticio del 11 al 24 de septiembre de 2026, la tarjeta derecha muestra un 81 % de CSAT para agentes de IA y un 75 % para colaboradores. La tarjeta izquierda muestra quién completó la resolución; esos porcentajes describen otra medida.", + "source_kind": "Reused native desktop capture in both Help layouts; not newly captured mobile UI.", + "new_PNGs": 0, + "reused_PNGs": 1 + }, + { + "locale": "en", + "before_sha256": "0bd67e93a9768c8d0d21191a60bd52cccf93c07622931148314b6d72bb8493e2", + "after_sha256": "8d35af945ecddbcd807dd3e7ef8bdd2927968b3e2016a55ea148a56fe5b518d1", + "inserted_after": "Each percentage is positive responses divided by positive plus negative responses. When both periods have data, the panel compares the selected period with the previous period.", + "lead_in": "In this fictional example for September 11–24, 2026, the right card shows 81% CSAT for AI agents and 75% for teammates. The left card shows who completed the resolution; those percentages describe a different measure.", + "source_kind": "Reused native desktop capture in both Help layouts; not newly captured mobile UI.", + "new_PNGs": 0, + "reused_PNGs": 1 + } + ], + "inventory_changed": false +} diff --git a/docs/editorial-work/captures/csat-completion-20261011/report-reuse-review.json b/docs/editorial-work/captures/csat-completion-20261011/report-reuse-review.json new file mode 100644 index 00000000..a94a059f --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/report-reuse-review.json @@ -0,0 +1,165 @@ +{ + "schema": "csat-report-reuse-review-v1", + "at": "2026-10-11T13:48:58.772892+00:00", + "status": "source_and_synthetic_calculation_passed_inline_review_pending", + "reviewer": "root", + "records": [ + { + "locale": "es", + "image": "images/analytics-reporting-attribution/service-quality-report-guide/resolution-csat-es.png", + "sha256": "dd80835c1f99f63dfcc8b15c4a8d80d472966dffe1b0cf8c3fb95763c713c4be", + "provenance": "docs/editorial-work/captures/service-quality-report-guide/resolution-csat-es.json", + "provenance_sha256": "60ba229bbebcccb1fa28f22ac7c77344fd37354254a9cd72d23b686361ab4d98", + "new_capture": false, + "original_date": "2026-09-27", + "capture_route": "Historical native2x ScreenCaptureKit", + "source_pixels": { + "width": 2414, + "height": 932 + }, + "native_logical_width": 1207, + "source_metadata": [ + " format: png", + " pixelWidth: 2414", + " pixelHeight: 932", + " profile: Display P3" + ], + "individually_viewed": true, + "pixel_review": "passed: complete two card borders,81/75CSAT with green+13/+2comparisons,59/41resolution context; correct locale, no pointer/private data; final inline readability remains pending", + "scope": "Actual historical native UI from synthetic aggregates; not new survey execution or delivery evidence." + }, + { + "locale": "en", + "image": "images/analytics-reporting-attribution/service-quality-report-guide/resolution-csat-en.png", + "sha256": "1620c7d798175ee51e4047d471731c40304c0705e6615c2b176ef1e7f1757eeb", + "provenance": "docs/editorial-work/captures/service-quality-report-guide/resolution-csat-en.json", + "provenance_sha256": "9ddd0e56077c862b8ec26e1e199a9fccad5c89ce4c373141527d4dc54232ead1", + "new_capture": false, + "original_date": "2026-09-27", + "capture_route": "Historical native2x ScreenCaptureKit", + "source_pixels": { + "width": 2414, + "height": 940 + }, + "native_logical_width": 1207, + "source_metadata": [ + " format: png", + " pixelWidth: 2414", + " pixelHeight: 940", + " profile: Display P3" + ], + "individually_viewed": true, + "pixel_review": "passed: complete two card borders,81/75CSAT with green+13/+2comparisons,59/41resolution context; correct locale, no pointer/private data; final inline readability remains pending", + "scope": "Actual historical native UI from synthetic aggregates; not new survey execution or delivery evidence." + } + ], + "source_bindings": [ + { + "path": "app/models/report/widget/service_quality/customer_satisfaction.rb", + "source_8e_sha256": "947f861605f2edfda1d4195c5acdf1710634dab50012173937368979702353b0", + "matches_8e_git_object": true, + "equal_to_6ea_review_source": true, + "delta_review": "No widget change" + }, + { + "path": "app/models/report/widget/service_quality/resolution_path.rb", + "source_8e_sha256": "62c9a792423948057fb7390baafb5976aecf3d5488665312f625b8448fabbe0a", + "matches_8e_git_object": true, + "equal_to_6ea_review_source": true, + "delta_review": "No widget change" + }, + { + "path": "app/views/report/widgets/service_quality/_customer_satisfaction.html.erb", + "source_8e_sha256": "47e3e047cb0fb6fc406a4546022e281797c1c1aeb013c3335af3f1379be8addc", + "matches_8e_git_object": true, + "equal_to_6ea_review_source": true, + "delta_review": "No widget change" + }, + { + "path": "app/views/report/widgets/service_quality/_customer_satisfaction_results.html.erb", + "source_8e_sha256": "b4a156fb4591fb0262cca7533aa34311f078c8e75c0e17ddc0a6591e4ca572f1", + "matches_8e_git_object": true, + "equal_to_6ea_review_source": true, + "delta_review": "No widget change" + }, + { + "path": "app/views/report/widgets/service_quality/_customer_satisfaction_expression.html.erb", + "source_8e_sha256": "e2b0758f7af0bd9a068ac48b53f2560a861b0e09fab70a7b8cb80d31badf72d1", + "matches_8e_git_object": true, + "equal_to_6ea_review_source": true, + "delta_review": "No widget change" + }, + { + "path": "config/locales/views/reports/es.yml", + "source_8e_sha256": "a170e1d2bb387b4ed2e6a4208e6a125eb4377e8ae7130161b4c0ab6a409f442b", + "matches_8e_git_object": true, + "equal_to_6ea_review_source": false, + "delta_review": "Complete locale diff read; changed operational-pressure, proactive messages, campaign short titles and agent workload tooltips. Resolution/CSAT labels unchanged." + }, + { + "path": "config/locales/views/reports/en.yml", + "source_8e_sha256": "b1af8a2317d6ca3f56857894cbe1b48205a39b778eb6f9033171d8a220d986d5", + "matches_8e_git_object": true, + "equal_to_6ea_review_source": false, + "delta_review": "Complete locale diff read; changed operational-pressure, proactive messages, campaign short titles and agent workload tooltips. Resolution/CSAT labels unchanged." + } + ], + "currency_limit": "Focused render/calculator/locale review. No global CSS/font pixel parity or deployment revision inference. Current masterafac freshness is independently bound by remote-status and existing16-path8e→afac delta.", + "closed_snapshot": { + "path": "conversation-lifecycle-capture-20261011/private/verify-final-after-rows.json", + "sha256": "7c1ac6620033e514705d576f4689434558bbf584af560b72394ab2e833e7fb7d", + "total_attempts": 590, + "business_ids": [ + 5 + ], + "playbook_ids": [ + 35 + ], + "delivered_at_non_null": 0, + "prompt_message_non_null": 0, + "answer_message_non_null": 0, + "periods": [ + { + "period": "current", + "from": "2026-09-11", + "to": "2026-09-24", + "cohorts": [ + { + "cohort": "ai_agents", + "positive": 68, + "negative": 16, + "rate": 80.95238095238095 + }, + { + "cohort": "teammates", + "positive": 42, + "negative": 14, + "rate": 75.0 + } + ] + }, + { + "period": "previous", + "from": "2026-08-28", + "to": "2026-09-10", + "cohorts": [ + { + "cohort": "ai_agents", + "positive": 60, + "negative": 24, + "rate": 71.42857142857143 + }, + { + "cohort": "teammates", + "positive": 41, + "negative": 15, + "rate": 73.21428571428571 + } + ] + } + ], + "date_scope": "Counts from saved answered_at dates, timestamps lie well inside days; no live DB call. Captured native route/provenance supplies the original period.", + "interpretation": "Synthetic answered aggregates intentionally have no survey message/delivery lineage. Rates match81%/+13% and75%/+2%, no external customer result implied." + }, + "acceptance_scope": "Two reused historical sources, no image editing. Render complete new guide before completion." +} diff --git a/docs/editorial-work/captures/csat-completion-20261011/retained-source-register.json b/docs/editorial-work/captures/csat-completion-20261011/retained-source-register.json new file mode 100644 index 00000000..1818033f --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/retained-source-register.json @@ -0,0 +1,93 @@ +{ + "status": "observed_retained_report_metadata_proposed_for_final_register", + "source_count": 2, + "selected_count": 2, + "assets": [ + { + "path": "images/analytics-reporting-attribution/service-quality-report-guide/resolution-csat-es.png", + "sha256": "dd80835c1f99f63dfcc8b15c4a8d80d472966dffe1b0cf8c3fb95763c713c4be", + "id": "report", + "locale": "es", + "layout": "desktop", + "selected": true, + "pixel_size": [ + 2414, + 932 + ], + "native_density": 2, + "native_logical_size": [ + 1207.0, + 466.0 + ], + "maximum_css_width": 1207, + "help_viewports": [ + "desktop", + "mobile" + ], + "icc": { + "profile": "Display P3", + "sha256": "0ff6958f98684c61f6bbdce1368ddeaf3873baf84545baba482e920d92a914c0", + "bytes": 536 + }, + "capture_clip": { + "x": -1230, + "y": 217, + "width": 1207, + "height": 466, + "unit": "global screen points" + }, + "provenance": { + "path": "docs/editorial-work/captures/service-quality-report-guide/resolution-csat-es.json", + "sha256": "60ba229bbebcccb1fa28f22ac7c77344fd37354254a9cd72d23b686361ab4d98" + }, + "transformations": [], + "new_capture": false + }, + { + "path": "images/analytics-reporting-attribution/service-quality-report-guide/resolution-csat-en.png", + "sha256": "1620c7d798175ee51e4047d471731c40304c0705e6615c2b176ef1e7f1757eeb", + "id": "report", + "locale": "en", + "layout": "desktop", + "selected": true, + "pixel_size": [ + 2414, + 940 + ], + "native_density": 2, + "native_logical_size": [ + 1207.0, + 470.0 + ], + "maximum_css_width": 1207, + "help_viewports": [ + "desktop", + "mobile" + ], + "icc": { + "profile": "Display P3", + "sha256": "0ff6958f98684c61f6bbdce1368ddeaf3873baf84545baba482e920d92a914c0", + "bytes": 536 + }, + "capture_clip": { + "x": -1230, + "y": 185, + "width": 1207, + "height": 470, + "unit": "global screen points" + }, + "provenance": { + "path": "docs/editorial-work/captures/service-quality-report-guide/resolution-csat-en.json", + "sha256": "9ddd0e56077c862b8ec26e1e199a9fccad5c89ce4c373141527d4dc54232ead1" + }, + "transformations": [], + "new_capture": false + } + ], + "source_review": { + "path": "help-csat-completion-20261011/docs/editorial-work/captures/csat-completion-20261011/report-reuse-review.json", + "sha256": "7efc86e526989217d63eea7a4ce0329adab3086ef6337b043250dd17f3f56ef2" + }, + "new_capture": false, + "inline_review": "pending" +} diff --git a/docs/editorial-work/captures/csat-completion-20261011/root-runtime-static-review.json b/docs/editorial-work/captures/csat-completion-20261011/root-runtime-static-review.json new file mode 100644 index 00000000..94f14685 --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/root-runtime-static-review.json @@ -0,0 +1,78 @@ +{ + "status": "passed_static_root_review_pending_real_clone_binding", + "reviewed_at": "2026-10-11T13:58:47.179297+00:00", + "reviewer": "root", + "files": [ + { + "path": "csat-capture-20261011/private/clone-csat-fixture.py", + "sha256": "ecfbf5f8424de67d433f7d123b87b0f2c8119a95c2fb1d94c7e03e698352a919", + "read_complete": true + }, + { + "path": "csat-capture-20261011/private/bind-clone-result.py", + "sha256": "7797c5fdb37ea92bd78d8fb3da12e1dd0f55745c496d12f2438d9e24d76d1a0d", + "read_complete": true + }, + { + "path": "csat-capture-20261011/private/prepare-fixture.rb", + "sha256": "d839a7e73e13708796dc4ba3c85e4c4f8736b5cb3ceb1d3472a82f515c56f8c6", + "read_complete": true + }, + { + "path": "csat-capture-20261011/private/with-runtime.py", + "sha256": "d9b14a539f85143421fdb65203505e77a360f0e8c45a48e0bda8cbb7063ec22b", + "read_complete": true + }, + { + "path": "csat-capture-20261011/private/register-runtime-guard.rb", + "sha256": "1e4108de2e5c1b6df3e4c4d7c8e5fab0f8a26df314f055507bd7bcfe4c11b181", + "read_complete": true + }, + { + "path": "csat-capture-20261011/private/capture-checks.rb", + "sha256": "4e7103bd3a6e97876941e4ddfbae7688a365c049a2636e671857364d3f1df7ae", + "read_complete": true + }, + { + "path": "csat-capture-20261011/private/runtime-actions.rb", + "sha256": "db9d42e92220d99f3823629f113d3316ee12cd58b0c6b843418cd7f7e4ff004a", + "read_complete": true + }, + { + "path": "csat-capture-20261011/private/native-route-probe.rb", + "sha256": "18210a78513ef0ab6ed576f5674f07b55e85084a7d68641d6e773b26b99322a1", + "read_complete": true + }, + { + "path": "csat-capture-20261011/private/egress.sb", + "sha256": "5781ebe6b75416c08d288d07c006b55538813e2ea617f4fe9b0a506c0194d0ab", + "read_complete": true + }, + { + "path": "csat-capture-20261011/private/csat-redis-egress.sb", + "sha256": "ad362c0215939f8f4b167f2fa4cb3855a40c9b340f17a9ad55b22513525f7d04", + "read_complete": true + }, + { + "path": "csat-capture-20261011/private/start-csat-redis.py", + "sha256": "c8ad60c048e4c86d748fefcb00319100640a898d6ab5a67081dd1fd1d812d896", + "read_complete": true + } + ], + "independent_review": { + "path": "audit/csat-completion-20261011/independent-static-review.json", + "sha256": "e930822054da3524f053f665dfab58a279951880b75e16a6fc991f0e2aa41a2b" + }, + "approved_now": [ + "Exact clone helper creates only new owned CSAT database from closed fictional source, compares541tables536sequences before/after.", + "Offline binding of genuine successful clone receipt, preserve old contract." + ], + "reviewed_runtime_scope": "Ten native CSAT component/join rows in new copy only; no original rows changed. Nonperforming queues/mail, external-network-denied Rails, native templates ES/EN. Boot still requires exact live clone and helper/env binding.", + "findings": [], + "pending": [ + "Native clone success", + "Bound boot ticket", + "Observed preparation and preflight", + "Separate browser policy review and real pixels" + ] +} diff --git a/docs/editorial-work/captures/csat-completion-20261011/section-coverage-final.json b/docs/editorial-work/captures/csat-completion-20261011/section-coverage-final.json new file mode 100644 index 00000000..ac3029df --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/section-coverage-final.json @@ -0,0 +1,117 @@ +{ + "status": "passed_final_section_coverage", + "at": "2026-10-11T14:55:17.302664+00:00", + "initial_plan_sha256": "846b57cc0b2c6bfb7ade0425f29a407615b8ac22d29679d67ead9da4feebe857", + "sections": [ + { + "heading_es": "Qué hace Pulso CSAT", + "decision": "Conceptual purpose and supported behavior; native editor and branch figures in later sections avoid duplication.", + "status": "prose" + }, + { + "heading_es": "Cuándo usarla", + "decision": "Use-case decisions need prose, not a distinct UI state.", + "status": "prose" + }, + { + "heading_es": "Cómo convive con otros feedbacks", + "decision": "Comparison and canonical links; unrelated mission editors would repeat published guides.", + "status": "prose" + }, + { + "heading_es": "Qué necesita antes de lanzarla", + "decision": "Prerequisites and channel consent must be verified by the reader. This batch cannot demonstrate external connected-channel or delivery outcomes.", + "status": "prose" + }, + { + "heading_es": "Edita el mensaje CSAT", + "decision": "Question controls and resulting static preview cover configuration. Opening the catalog is a routine navigation step already described in text and canonical enable guide; no duplicate catalog screenshot needed.", + "status": "integrated_and_reviewed", + "figures": [ + "question-controls", + "static-preview" + ] + }, + { + "heading_es": "Elige cuándo debería dispararse", + "decision": "The resolved-interaction trigger is a fixed source-backed eligibility event, not a configurable schedule/control in this CSAT editor. Do not invent a trigger selector or a sent outcome.", + "status": "prose" + }, + { + "heading_es": "Entiende elegibilidad", + "decision": "Rules are backend admission conditions; avoid an invented validation/result panel. Adjacent precise text carries the 14-day and audience/channel conditions.", + "status": "prose" + }, + { + "heading_es": "Maneja respuestas positivas y negativas", + "decision": "Three complementary configuration states show each reply and the escalation target field. Empty destination is explicit; no performed response or assignment is implied.", + "status": "integrated_and_reviewed", + "figures": [ + "positive-response", + "negative-reasons", + "escalation-configuration" + ] + }, + { + "heading_es": "Revisa Satisfacción del cliente", + "decision": "Unchanged historical native report in both locale articles. Adjacent prose explicitly states synthetic period, AI81/team75 CSAT and separates resolution59/41; small report labels need not carry those concepts alone on mobile.", + "status": "integrated_and_reviewed", + "figures": [ + "report" + ] + }, + { + "heading_es": "Cómo probarla", + "decision": "Prospective reader checklist; no executed customer reply, send, or feedback outcome in this batch.", + "status": "prose" + }, + { + "heading_es": "Qué revisar después del lanzamiento", + "decision": "Prospective operations and report links; report figure already covers relevant aggregate UI.", + "status": "prose" + }, + { + "heading_es": "Guías relacionadas", + "decision": "Keep all existing canonical links; no visual needed for navigation list.", + "status": "prose" + } + ], + "new_source_count": 20, + "reused_report_source_count": 2, + "figures_per_locale": 6, + "remaining": [], + "full_guide_reviews": [ + { + "path": "docs/editorial-work/captures/csat-completion-20261011/validation/page-es-1440-independent-review.json", + "sha256": "cadb9cbf93e5474c2684763cbd321a23320a1825e0760230912206fecb16eaba" + }, + { + "path": "docs/editorial-work/captures/csat-completion-20261011/validation/page-es-580-independent-review.json", + "sha256": "c445cee998cb329db512c1b0314668bd7c87d61d34a28760d92d979cbad194c0" + }, + { + "path": "docs/editorial-work/captures/csat-completion-20261011/validation/page-es-390-independent-review.json", + "sha256": "de291a124ce0de8c5e1806ef0092914e0c87e9a143823aacbc23175f74f2a497" + }, + { + "path": "docs/editorial-work/captures/csat-completion-20261011/validation/page-en-1440-independent-review.json", + "sha256": "c5a0351ae4d0bc7fb8c67a8ea5dfcee70e836f5dad53d41bd0ea85fed3c72c08" + }, + { + "path": "docs/editorial-work/captures/csat-completion-20261011/validation/page-en-580-independent-review.json", + "sha256": "35b7e8c4adc3bf6f8108d820cf55d02291e1e812159049a9e62d2d0927e598ef" + }, + { + "path": "docs/editorial-work/captures/csat-completion-20261011/validation/page-en-390-independent-review.json", + "sha256": "eb4aed3ffd37d44585d07bf2e5f53060b4945ed8d04affdcf85d351c2a470571" + } + ], + "root_details": { + "path": "docs/editorial-work/captures/csat-completion-20261011/validation/root-figure-detail-review.json", + "sha256": "980f05790292eae52544f36d4d91f78585d2acc67a2afef94c716a6a2aa13b8e" + }, + "segments": 56, + "details": 36, + "findings": [], + "report_mobile_limitation": "Historical full report has small labels at 390 CSS viewport. Immediate prose explains essential CSAT and resolution values/cards; contextual acceptance under shared adjacent-text rule, not standalone microtext readability." +} diff --git a/docs/editorial-work/captures/csat-completion-20261011/section-coverage-integration.json b/docs/editorial-work/captures/csat-completion-20261011/section-coverage-integration.json new file mode 100644 index 00000000..5a84a6c4 --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/section-coverage-integration.json @@ -0,0 +1,83 @@ +{ + "status": "integrated_coverage_pending_full_guide_review", + "at": "2026-10-11T14:39:00.234797+00:00", + "initial_plan_sha256": "846b57cc0b2c6bfb7ade0425f29a407615b8ac22d29679d67ead9da4feebe857", + "sections": [ + { + "heading_es": "Qué hace Pulso CSAT", + "decision": "Conceptual purpose and supported behavior; native editor and branch figures in later sections avoid duplication.", + "status": "prose" + }, + { + "heading_es": "Cuándo usarla", + "decision": "Use-case decisions need prose, not a distinct UI state.", + "status": "prose" + }, + { + "heading_es": "Cómo convive con otros feedbacks", + "decision": "Comparison and canonical links; unrelated mission editors would repeat published guides.", + "status": "prose" + }, + { + "heading_es": "Qué necesita antes de lanzarla", + "decision": "Prerequisites and channel consent must be verified by the reader. This batch cannot demonstrate external connected-channel or delivery outcomes.", + "status": "prose" + }, + { + "heading_es": "Edita el mensaje CSAT", + "decision": "Question controls and resulting static preview cover configuration. Opening the catalog is a routine navigation step already described in text and canonical enable guide; no duplicate catalog screenshot needed.", + "status": "integrated_pending_full_guide_review", + "figures": [ + "question-controls", + "static-preview" + ] + }, + { + "heading_es": "Elige cuándo debería dispararse", + "decision": "The resolved-interaction trigger is a fixed source-backed eligibility event, not a configurable schedule/control in this CSAT editor. Do not invent a trigger selector or a sent outcome.", + "status": "prose" + }, + { + "heading_es": "Entiende elegibilidad", + "decision": "Rules are backend admission conditions; avoid an invented validation/result panel. Adjacent precise text carries the 14-day and audience/channel conditions.", + "status": "prose" + }, + { + "heading_es": "Maneja respuestas positivas y negativas", + "decision": "Three complementary configuration states show each reply and the escalation target field. Empty destination is explicit; no performed response or assignment is implied.", + "status": "integrated_pending_full_guide_review", + "figures": [ + "positive-response", + "negative-reasons", + "escalation-configuration" + ] + }, + { + "heading_es": "Revisa Satisfacción del cliente", + "decision": "Unchanged historical native report in both locale articles. Adjacent prose explicitly states synthetic period, AI81/team75 CSAT and separates resolution59/41; small report labels need not carry those concepts alone on mobile.", + "status": "integrated_pending_full_guide_review", + "figures": [ + "report" + ] + }, + { + "heading_es": "Cómo probarla", + "decision": "Prospective reader checklist; no executed customer reply, send, or feedback outcome in this batch.", + "status": "prose" + }, + { + "heading_es": "Qué revisar después del lanzamiento", + "decision": "Prospective operations and report links; report figure already covers relevant aggregate UI.", + "status": "prose" + }, + { + "heading_es": "Guías relacionadas", + "decision": "Keep all existing canonical links; no visual needed for navigation list.", + "status": "prose" + } + ], + "new_source_count": 20, + "reused_report_source_count": 2, + "figures_per_locale": 6, + "remaining": "Full guide pixel review and build evidence acceptance." +} diff --git a/docs/editorial-work/captures/csat-completion-20261011/section-visual-plan.json b/docs/editorial-work/captures/csat-completion-20261011/section-visual-plan.json new file mode 100644 index 00000000..5cf6af21 --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/section-visual-plan.json @@ -0,0 +1,76 @@ +{ + "status": "section_plan_before_native_capture", + "article_key": "journeys/csat-pulse-playbook.md", + "sections": [ + { + "heading_es": "Qué hace Pulso CSAT", + "decision": "Conceptual purpose and supported behavior; native editor and branch figures in later sections avoid duplication.", + "status": "prose" + }, + { + "heading_es": "Cuándo usarla", + "decision": "Use-case decisions need prose, not a distinct UI state.", + "status": "prose" + }, + { + "heading_es": "Cómo convive con otros feedbacks", + "decision": "Comparison and canonical links; unrelated mission editors would repeat published guides.", + "status": "prose" + }, + { + "heading_es": "Qué necesita antes de lanzarla", + "decision": "Prerequisites and channel consent must be verified by the reader. This batch cannot demonstrate external connected-channel or delivery outcomes.", + "status": "prose" + }, + { + "heading_es": "Edita el mensaje CSAT", + "decision": "Native own disabled editor context, root question controls and static preview with fixed native answers. ES/EN desktop/mobile where useful.", + "status": "new_capture_pending" + }, + { + "heading_es": "Elige cuándo debería dispararse", + "decision": "Show native trigger in context if visible and useful; otherwise source-backed resolved interaction condition is a prose concept, not a configurable scheduler.", + "status": "native_context_pending" + }, + { + "heading_es": "Entiende elegibilidad", + "decision": "Rules are backend admission conditions; avoid an invented validation/result panel. Adjacent precise text carries the 14-day and audience/channel conditions.", + "status": "prose" + }, + { + "heading_es": "Maneja respuestas positivas y negativas", + "decision": "Native positive/negative reply editor and actual negative reason choices; escalation pane/chooser showing configuration only, never a performed assignment.", + "status": "new_capture_pending" + }, + { + "heading_es": "Revisa Satisfacción del cliente", + "decision": "Two reused native report assets with fictional 81/75 CSAT versus 59/41 resolution. Complete inline readability pending.", + "status": "reused_source_pixels_passed" + }, + { + "heading_es": "Cómo probarla", + "decision": "Prospective reader checklist; no executed customer reply, send, or feedback outcome in this batch.", + "status": "prose" + }, + { + "heading_es": "Qué revisar después del lanzamiento", + "decision": "Prospective operations and report links; report figure already covers relevant aggregate UI.", + "status": "prose" + }, + { + "heading_es": "Guías relacionadas", + "decision": "Keep all existing canonical links; no visual needed for navigation list.", + "status": "prose" + } + ], + "rules": [ + "Every final source requires native 2x or higher Display P3 pixel review and full-guide review at 1440/580/390 widths.", + "Figure count depends on actual nonredundant UI coverage.", + "Only two reused report PNGs are accepted as sources; no new native source is accepted yet." + ], + "preservation": { + "heading_count_per_locale": 12, + "ordered_liquid_links_per_locale": 24 + }, + "remaining": "Actual native UI will decide crop, exact labels and source count." +} diff --git a/docs/editorial-work/captures/csat-completion-20261011/source-admission.json b/docs/editorial-work/captures/csat-completion-20261011/source-admission.json new file mode 100644 index 00000000..3b1658d8 --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/source-admission.json @@ -0,0 +1,139 @@ +{ + "schema": "csat-root-source-admission-v1", + "status": "approved_for_integration", + "at": "2026-10-11T14:35:46.452988+00:00", + "reviewer": "/root", + "manifest": { + "path": "csat-capture-20261011/source-manifest.json", + "sha256": "d3bd1bb7386c93c2265658cffbeed61d587e2c3785277fee9332ac3409b32d44" + }, + "insertion_plan": { + "path": "audit/csat-help-preparation-20261011/insertion-plan.json", + "sha256": "e783e2e4fe63db391ae0eefa6f7ad323d70d7633ba20b58a1abae16a942645e6" + }, + "records": [ + { + "file": 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+ }, + { + "id": "static-preview", + "locale": "es", + "layout": "desktop", + "file": "static-preview-es-desktop.png", + "sha256": "40ab11666cfb43794712bee4c63e78e24b7182bbb39dc167ef2388c0053aa3a2", + "pixelSize": [ + 2168, + 784 + ], + "nativeDensity": 4, + "icc": { + "profile": "Display P3 Gamut with sRGB Transfer", + "sha256": "6e72ac49fd45d1275f29daca1038a0b9af5befd0e891af9267f47ab066a5dffb", + "bytes": 520 + }, + "clip": { + "x": 772, + "y": 117, + "width": 542, + "height": 196 + }, + "viewport": [ + 1440, + 1100 + ], + "devicePixelRatio": 2, + "captureScale": 2, + "capturedAt": "2026-10-11T14:16:07.700Z", + "sourceRevision": "8e27a524a1a1354385c7d2fd22de8e568c2112cb", + "captureHelperSha256": "18b4fa7583e3f4423725e443230767627c5d2dcc9ce329025eb732b3186f0576", + "transformations": "none", + "individually_viewed": true, + "status": "passed" + }, + { + "id": "static-preview", + "locale": "es", + "layout": "mobile", + "file": "static-preview-es-mobile.png", + "sha256": "56db358f9fdc09a0ef77941cc9f36f457da5303e63ba9af419b6a1b1b5a8c9ce", + "pixelSize": [ + 1528, + 784 + ], + "nativeDensity": 4, + "icc": { + "profile": "Display P3 Gamut with sRGB Transfer", + "sha256": "6e72ac49fd45d1275f29daca1038a0b9af5befd0e891af9267f47ab066a5dffb", + "bytes": 520 + }, + "clip": { + "x": 4, + "y": 121, + "width": 382, + "height": 196 + }, + "viewport": [ + 390, + 1100 + ], + "devicePixelRatio": 2, + "captureScale": 2, + "capturedAt": "2026-10-11T14:19:08.922Z", + "sourceRevision": "8e27a524a1a1354385c7d2fd22de8e568c2112cb", + "captureHelperSha256": "18b4fa7583e3f4423725e443230767627c5d2dcc9ce329025eb732b3186f0576", + "transformations": "none", + "individually_viewed": true, + "status": "passed" + } + ], + "observations": [ + "All twenty ES/EN desktop/mobile originals individually viewed by root. Native complete controls, borders and modest margins; no private content or automation pointer.", + "Question and static preview have two options; all positive/negative text and three native reasons are legible. Mobile reasons wrap naturally.", + "Escalation fields are empty; native component toggle is active but enclosing playbook disabled. Desktop ES focus ring/caret and hand-shaped composer toolbar icon are actual UI.", + "Actual PNG CRC, ICC Display P3, 4x density, dimensions and source SHA match final manifest. No post-processing." + ], + "metadata_normalization": { + "path": "audit/csat-completion-20261011/icc-description-normalization.json", + "sha256": "bf2e8eaf6065d47b2c2af9cec565221ae213fef86e928000355cd47547093367", + "change": "Exact embedded ICC description recorded; ICC/pixel bytes unchanged." + }, + "limitations": [ + "Full rendered Help review remains pending.", + "Report pair reused separately from historical native captures, not included among these twenty new PNGs.", + "Source revision 8e27a524 with scoped current-source verification; not a claim of global deployed asset parity." + ] +} diff --git a/docs/editorial-work/captures/csat-completion-20261011/source-evidence/03-runtime_closure.json b/docs/editorial-work/captures/csat-completion-20261011/source-evidence/03-runtime_closure.json new file mode 100644 index 00000000..b4542375 --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/source-evidence/03-runtime_closure.json @@ -0,0 +1,83 @@ +{ + "schema": "csat-capture-runtime-final-v1", + "status": "passed_restored_and_closed", + "source_manifest": { + "path": "csat-capture-20261011/source-manifest.json", + "sha256": "d3bd1bb7386c93c2265658cffbeed61d587e2c3785277fee9332ac3409b32d44" + }, + "source_count": 20, + "source_revision": "8e27a524a1a1354385c7d2fd22de8e568c2112cb", + "new_native_rows_retained": { + "playbook_component_channels": 1, + "playbook_component_messages": 3, + "playbook_component_audiences": 1, + "automation_assignments": 1, + "playbook_components": 4 + }, + "new_row_total": 10, + "all_original_target_rows_preserved": true, + "existing_disabled_playbook_and590_synthetic_report_attempts_preserved": true, + "locale_cycle": { + "initial": "es", + "capture_second": "en", + "final": "es", + "only_changed_field": "existing fictional actor locale", + "restored_verified": true + }, + "final_target_tables_compared": 541, + "final_target_rows_equal_prepared": true, + "final_target_sequences_unchanged": true, + "original_source": { + "tables_compared": 541, + "sequences_compared": 536, + "types_values_hashes_schema_sequences_equal": true, + "writes": 0 + }, + "jobs": { + "runner_phase_jobs_enqueued": 0, + "runner_phase_jobs_performed": 0, + "web_queue_mode": "test/fake nonperforming; no workers started or draining", + "web_enqueue_total_observed": null, + "limitation": "Web process in-memory enqueue count was not exported; do not claim a measured zero for all web enqueues. No worker execution/send/provider route permitted." + }, + "no_survey_prompt_answer_delivery_or_assignment_execution": true, + "evidence": { + "native_ui_proof": { + "path": "audit/csat-completion-20261011/native-ui-proof.json", + "sha256": "96406ac45fdc88dd1be4f123d13d826bfdc9c63e576eb56db4636a3ef556be30" + }, + "transport": { + "path": "audit/csat-completion-20261011/transport-summary.json", + "sha256": "d904250183c153a26de789cd4e0fc38383a7fe8f798c0d529feaf83e1536c44f" + }, + "shutdown": { + "path": "audit/csat-completion-20261011/runtime-shutdown.json", + "sha256": "f36fe82bda0955dcf3b8bb867dd46596a67773a43f2197c6d1be1f1e25047064" + }, + "root_source_pixels": { + "path": "audit/csat-completion-20261011/root-source-pixel-review.json", + "sha256": "5a99eb996f7cce0c8418ad881a9c1f66258037c420aeb75e89edf65a309da09b" + }, + "fixture_preflight": { + "path": "audit/csat-completion-20261011/fixture-and-preflight-verification.json", + "sha256": "953f954958656c3fbfd2652cd6320c68e02738e77994dc5931a91693a40acea3" + } + }, + "private_receipt_sha256": { + "fixture-preparation-result.json": "e440100b2e7d06ca40e8426a6a098934574b83d473f490f8cc0a5adef82b9b37", + "preflight-result.json": "b99f6e7167dda757211b34addb682d0b9783b7d9c337e40a964e3cf10e9f2a20", + "locale-en-result.json": "b4254b3e5a5192bce0903e87a168cf73f6be35b21f55a2887a18a8055793e2fa", + "locale-es-result.json": "cb1f32e9284ebae9e429da4f43b8397242bbc2c63570e376e1af9e9031c3532e", + "verify-final-result.json": "a92a3ad9b0ac3d764ba9f365b83f730e12dc4f92be991cfa100b5dd380893807", + "source-unchanged-final.json": "97ff71f3b6272bbe0a26d0b8a071e34caa1f4ae737bc88f7b8ec4213c80b08e2", + "native-session-bootstrap-result.json": "a07bbecdbb6e1ddcbb214df4d102ad8e41506c6facd5ebee539998f2308adfa2", + "phase2-binding-result.json": "9fa32552d49ddcf167427ec5d840f66e5bebcb8f285e22b3d84e53a33bdb8031" + }, + "limitations": [ + "No source pixels were edited, resized, recolored or regenerated.", + "ICC profile-name correction changed metadata text only; original profile bytes and PNGs remain identical.", + "Source capture acceptance is not Help build, article visual acceptance or publication.", + "Initial tool sandbox blocked the first source metadata connection; separately approved local-socket escalation completed the exact clone helper.", + "No protected drafts, main app, billing, commissions, guides or monitoring configuration was changed." + ] +} diff --git a/docs/editorial-work/captures/csat-completion-20261011/source-evidence/04-transport_closure.json b/docs/editorial-work/captures/csat-completion-20261011/source-evidence/04-transport_closure.json new file mode 100644 index 00000000..e750e2d0 --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/source-evidence/04-transport_closure.json @@ -0,0 +1,38 @@ +{ + "status": "closed_transport_verified", + "cdp_allowed_requests": { + "GET": 691 + }, + "cdp_blocked_requests": { + "POST": 8 + }, + "cdp_blocked_native_cable_attempts": 55, + "proxy_status_counts": [ + { + "method": "CONNECT", + "status": 403, + "count": 237 + }, + { + "method": "GET", + "status": 200, + "count": 691 + }, + { + "method": "GET", + "status": 403, + "count": 9 + } + ], + "non_read_requests_forwarded": 0, + "tunnels_forwarded": 0, + "proxy502": 0, + "blank_verified_after_each_locale": true, + "sidecar_network_scope": "Two final per-session cumulative ledgers, each counted once. Browser native push initialization and cable attempts were denied, not omitted.", + "private_ledger_sha256": [ + "ce319702113664d8a6cab12689e807e58aeae023f62382b468b43ef7826a9c93", + "e48090fabd9ad969b31c6a6e2c4612b451cbd45f42421e47b4120bbe4a3b97a5" + ], + "private_proxy_log_sha256": "00d4329a71f497657edc1416a2e769661fb5d9ab04307111e1aa79c174c5b58f", + "limits": "This counts this owned capture transport only; no claim about systemwide network activity. Browser background CONNECT and GET requests denied by proxy are included." +} diff --git a/docs/editorial-work/captures/csat-completion-20261011/source-evidence/05-resource_closure.json b/docs/editorial-work/captures/csat-completion-20261011/source-evidence/05-resource_closure.json new file mode 100644 index 00000000..63a7837a --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/source-evidence/05-resource_closure.json @@ -0,0 +1,51 @@ +{ + "status": "owned_capture_resources_closed", + "recorded_at_utc": "2026-10-11T14:34:51.837470+00:00", + "ports": [ + { + "port": 33354, + "listener_absent": true + }, + { + "port": 19596, + "listener_absent": true + }, + { + "port": 3360, + "listener_absent": true + }, + { + "port": 9541, + "listener_absent": true + } + ], + "puma_es": { + "pid": 18443, + "signal": "SIGTERM", + "session_exit": 143 + }, + "puma_en": { + "pid": 22459, + "signal": "SIGTERM", + "session_exit": 143 + }, + "redis": { + "pid": 12945, + "signal": "SIGTERM", + "session_exit": 0 + }, + "proxy": { + "pid": 18515, + "signal": "SIGTERM", + "session_exit": 0 + }, + "chrome": { + "pid": 18616, + "signal": "SIGTERM", + "single_page_blank_before_disconnect": true, + "cdp_listener_absent": true + }, + "ownership": "Each signal was preceded by matching own launch/readiness PID and exact listener; Chrome profile, proxy log FDs and Redis cwd also matched. No unowned process signaled.", + "database_copy": "Retained privately for audit; no deletion or cleanup performed.", + "protected_worktrees_and_shared_config_changed": false +} diff --git a/docs/editorial-work/captures/csat-completion-20261011/source-evidence/06-icc_metadata_correction.json b/docs/editorial-work/captures/csat-completion-20261011/source-evidence/06-icc_metadata_correction.json new file mode 100644 index 00000000..7a7adf1b --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/source-evidence/06-icc_metadata_correction.json @@ -0,0 +1,20 @@ +{ + "status": "metadata_only_native_icc_description_normalized", + "old_manifest": { + "path": "csat-capture-20261011/source-manifest-before-icc-description.json", + "sha256": "8c39630579e9c508681ba6e02018589123267fce7dfdcc4b2b69e4a1621edb0b" + }, + "manifest": { + "path": "csat-capture-20261011/source-manifest.json", + "sha256": "d3bd1bb7386c93c2265658cffbeed61d587e2c3785277fee9332ac3409b32d44" + }, + "curator_sha256": "ecaa7cdc8bc903d3d911ed38906b7014b36aeeb7ae392ccad465ee2b5ff0e141", + "changed_field": "records[].icc.profile", + "native_icc_description": "Display P3 Gamut with sRGB Transfer", + "native_icc_sha256": "6e72ac49fd45d1275f29daca1038a0b9af5befd0e891af9267f47ab066a5dffb", + "native_icc_bytes": 520, + "description_source": "Read exact desc/mluc enUS bytes from every PNG; no ICC assignment/conversion or pixel processing.", + "all20_png_bytes_unchanged": true, + "all_other_manifest_fields_unchanged": true, + "authorization": "Root requested metadata-name correction after integration comparison; source pixel PASS remains external." +} diff --git a/docs/editorial-work/captures/csat-completion-20261011/source-register.json b/docs/editorial-work/captures/csat-completion-20261011/source-register.json new file mode 100644 index 00000000..ec1db433 --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/source-register.json @@ -0,0 +1,890 @@ +{ + "schema": "csat-source-register-v1", + "status": "all_sources_admitted", + "source_count": 22, + "selected_count": 22, + "retained_count": 2, + "new_count": 20, + "assets": [ + { + "path": "images/analytics-reporting-attribution/service-quality-report-guide/resolution-csat-es.png", + "sha256": "dd80835c1f99f63dfcc8b15c4a8d80d472966dffe1b0cf8c3fb95763c713c4be", + "id": "report", + "locale": "es", + "layout": "desktop", + "selected": true, + "pixel_size": [ + 2414, + 932 + ], + "native_density": 2, + "native_logical_size": [ + 1207.0, + 466.0 + ], + "maximum_css_width": 1207, + "help_viewports": [ + "desktop", + "mobile" + ], + "icc": { + "profile": "Display P3", + "sha256": "0ff6958f98684c61f6bbdce1368ddeaf3873baf84545baba482e920d92a914c0", + "bytes": 536 + }, + "capture_clip": { + "x": -1230, + "y": 217, + "width": 1207, + "height": 466, + "unit": "global screen points" + }, + "provenance": { + "path": "docs/editorial-work/captures/service-quality-report-guide/resolution-csat-es.json", + "sha256": "60ba229bbebcccb1fa28f22ac7c77344fd37354254a9cd72d23b686361ab4d98" + }, + "transformations": [], + "new_capture": false + }, + { + "path": "images/analytics-reporting-attribution/service-quality-report-guide/resolution-csat-en.png", + "sha256": "1620c7d798175ee51e4047d471731c40304c0705e6615c2b176ef1e7f1757eeb", + "id": "report", + "locale": "en", + "layout": "desktop", + "selected": true, + "pixel_size": [ + 2414, + 940 + ], + "native_density": 2, + "native_logical_size": [ + 1207.0, + 470.0 + ], + "maximum_css_width": 1207, + "help_viewports": [ + "desktop", + "mobile" + ], + "icc": { + "profile": "Display P3", + "sha256": "0ff6958f98684c61f6bbdce1368ddeaf3873baf84545baba482e920d92a914c0", + "bytes": 536 + }, + "capture_clip": { + "x": -1230, + "y": 185, + "width": 1207, + "height": 470, + "unit": "global screen points" + }, + "provenance": { + "path": "docs/editorial-work/captures/service-quality-report-guide/resolution-csat-en.json", + "sha256": "9ddd0e56077c862b8ec26e1e199a9fccad5c89ce4c373141527d4dc54232ead1" + }, + "transformations": [], + "new_capture": false + }, + { + "path": "images/editorial/csat-completion-20261011/escalation-configuration-en-desktop.png", + "sha256": "e6e0d6c6701200b7df0f28fb9590d5951fa48e020b6823e07162dcd454a8527a", + "id": "escalation-configuration", + "locale": "en", + "layout": "desktop", + "selected": true, + "pixel_size": [ + 2560, + 976 + ], + "native_density": 4, + "native_logical_size": [ + 640, + 244 + ], + "maximum_css_width": 640, + "capture_clip": { + "x": 56, + "y": 129, + "width": 640, + "height": 244 + }, + "icc": { + "profile": "Display P3 Gamut with sRGB Transfer", + "sha256": "6e72ac49fd45d1275f29daca1038a0b9af5befd0e891af9267f47ab066a5dffb", + "bytes": 520 + }, + "all_chunk_crcs_valid": true, + "help_viewports": [ + "desktop" + ], + "transformations": [], + "new_capture": true, + "provenance": { + "path": 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true, + "provenance": { + "path": "docs/editorial-work/captures/csat-completion-20261011/accepted-source-manifest.json", + "sha256": "d3bd1bb7386c93c2265658cffbeed61d587e2c3785277fee9332ac3409b32d44", + "record_file": "escalation-configuration-en-mobile.png" + } + }, + { + "path": "images/editorial/csat-completion-20261011/escalation-configuration-es-desktop.png", + "sha256": "bc93d575b62f22850a19df98b732a89ef0c6bb09ef32c35682db88b2535d8080", + "id": "escalation-configuration", + "locale": "es", + "layout": "desktop", + "selected": true, + "pixel_size": [ + 2560, + 976 + ], + "native_density": 4, + "native_logical_size": [ + 640, + 244 + ], + "maximum_css_width": 640, + "capture_clip": { + "x": 56, + "y": 129, + "width": 640, + "height": 244 + }, + "icc": { + "profile": "Display P3 Gamut with sRGB Transfer", + "sha256": "6e72ac49fd45d1275f29daca1038a0b9af5befd0e891af9267f47ab066a5dffb", + "bytes": 520 + }, + "all_chunk_crcs_valid": true, + "help_viewports": [ + "desktop" + ], + 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"prior_report_review_sha256": "c0a6a018821871de2581b8ec92a4942a991070441410d3d4fb4a6ae4d51e3aed", + "records": [ + { + "locale": "es", + "article": "_i18n/es/journeys/csat-pulse-playbook.md", + "before_sha256": "403eec6fdeea4cfedfa0a75bb63ba59035e98aa5b0a1ae1e552e77965036113a", + "article_sha256": "4426575f7c7b37c1a3cf1cc8d8e722b2b56cb649473b337651bb4692519a167f", + "changes": [ + { + "before": "Abre **Mensaje CSAT**", + "after": "Abre **Mensaje de CSAT**" + }, + { + "before": "Evita hacer varias preguntas a la vez. CSAT funciona mejor cuando la primera respuesta es simple.", + "after": "Evita hacer varias preguntas a la vez. CSAT funciona mejor cuando la primera respuesta es simple.\n\nLa vista previa muestra la pregunta y sus dos opciones. Revísalas antes de habilitar la misión." + }, + { + "before": "Cuando el cliente responde positivamente, Pulso CSAT registra la respuesta y envía la respuesta positiva configurada.", + "after": "Cuando el cliente responde positivamente, Pulso CSAT registra la respuesta y envía la respuesta positiva configurada. En **Mensaje de CSAT**, desplázate hasta **Responder cuando sea positivo** para revisar ese seguimiento." + }, + { + "before": "Para el comportamiento de derivación, usa [Derivación de IA al Inbox]", + "after": "En **Responder cuando sea negativo**, revisa el seguimiento y las opciones de motivo.\n\nPara el comportamiento de derivación, usa [Derivación de IA al Inbox]" + } + ] + }, + { + "locale": "en", + "article": "_i18n/en/journeys/csat-pulse-playbook.md", + "before_sha256": "84b1585b1d32b952ae89ef7b5bf9499389cce214f8d8c1845eb761d5a8386b64", + "article_sha256": "52298916a16a86e9fed1b769a7fb8b882b7c73489402295c2efa275496f4ac69", + "changes": [ + { + "before": "Open **CSAT message**", + "after": "Open **CSAT Message**" + }, + { + "before": "Avoid asking multiple questions at once. CSAT works best when the first response is simple.", + "after": "Avoid asking multiple questions at once. CSAT works best when the first response is simple.\n\nThe preview shows the question and its two options. Review them before enabling the playbook." + }, + { + "before": "When the customer responds positively, CSAT Pulse records the response and sends the configured positive reply.", + "after": "When the customer responds positively, CSAT Pulse records the response and sends the configured positive reply. 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"119103391fc8e74299a5a84f0848960874fdd4c3340341bd59618f2ae3778203", + "individually_viewed": true, + "status": "passed" + }, + { + "file": "csat-en-390-negative-reasons.png", + "locale": "en", + "width": 390, + "id": "negative-reasons", + "sha256": "099fd710fd8f3952328797365c71b5e663d15379e41b157910aade463ea6925e", + "individually_viewed": true, + "status": "passed" + }, + { + "file": "csat-en-390-escalation-configuration.png", + "locale": "en", + "width": 390, + "id": "escalation-configuration", + "sha256": "3ab349a21c68e4ac85aad1c44626d55b7de054e478db838c1f526a4f1838a75f", + "individually_viewed": true, + "status": "passed" + }, + { + "file": "csat-en-390-report.png", + "locale": "en", + "width": 390, + "id": "report", + "sha256": "edf89e855244477fdae5142f8f043c98b75a34841112bb58a589f0ce7f65799a", + "individually_viewed": true, + "status": "passed" + } + ], + "findings": [], + "observations": [ + "All five new configuration/preview figures in each of six views are legible, preserve complete lavender stages, white frames and controls, and show no unwanted crop, deformation, pointer or magnification.", + "Historical reports retain full two-card context. At 390 CSS width the report is 316 CSS wide and its smallest labels/comparisons are not legible independently. Adjacent prose explicitly explains the right CSAT card, 81% AI agents and 75% teammates, left resolution card and fictional period. Contextual acceptance follows docs/editorial/guide.md:38-40 and screenshots.md:152-155; this is not a claim all mobile report labels are legible.", + "ES1440/580/390 and EN1440/580 detail views were inspected before the final EN390 six-image review; this receipt binds their unchanged PNG bytes." + ] +} diff --git a/docs/editorial-work/captures/csat-completion-20261011/work-record-before-integration.md b/docs/editorial-work/captures/csat-completion-20261011/work-record-before-integration.md new file mode 100644 index 00000000..17b39b4c --- /dev/null +++ b/docs/editorial-work/captures/csat-completion-20261011/work-record-before-integration.md @@ -0,0 +1,93 @@ +# CSAT Pulse visual completion + +Status: local preparation in progress. Native configuration captures, complete +article rendering, build and publication remain pending. The inventory row is +unchanged; this record does not certify a completed article. + +The batch starts at Help `c8ecc56b0518c258f7e8511d6153ac9f685888eb`, with editorial +rules pinned to `d5319b02e1c6a85f3a6294f11763b9be8dd58a43`. Both complete article +bodies, their shared stub and the inventory are preserved under +[`captures/csat-completion-20261011/originals/`](captures/csat-completion-20261011/originals/). +All 12 headings and 24 ordered article links per locale remain intact. + +## Reader task and source corrections + +The reader configures the CSAT question and branch replies, understands when +the survey is eligible, prepares negative-feedback ownership, and interprets +Customer Satisfaction in Service Quality. The original prospective testing +and launch checklists remain prospective; this batch sends no survey and does +not manufacture a response or assignment outcome. + +The source review establishes a 14-day cooldown for both the conversation and +the contact. It begins when the question is created, including a question that +does not reach delivery. A new resolved interaction can become eligible after +that interval. Admission also requires the configured audience, a received +message within the resolved interaction, and the selected channel. The source +does not implement the former prose's minimum conversation-length criterion. +Both translations now reflect these checks and the configured positive reply. + +The corrected source bindings use the immutable application snapshot +`8e27a524a1a1354385c7d2fd22de8e568c2112cb`. Initial reads from an earlier snapshot +were reconciled against Git objects: nine files were identical; unrelated +AI conversation resume changes did not alter its CSAT hook. The preparation +record retains that correction rather than claiming the first binding was +already exact. The independent copy review passed after the prompt-creation +cooldown clarification. + +## Visual coverage and provenance + +The pending native scenes cover the disabled CSAT configuration, the actual +question editor and static preview, positive/negative reply controls and +negative-feedback assignment configuration. They must use the real application +and an isolated fictional fixture, with native Display P3 PNGs at sufficient +density. Static preview buttons are not completed customer responses. + +Two existing Service Quality report PNGs, one per locale, are reused without +changing their bytes. They were captured on September 27, 2026 with native +2× Display P3 ScreenCaptureKit output, and show the September 11–24 example +period. These desktop captures are reused in both Help layouts; they are not +new mobile application captures. Root inspected both images individually and +verified their original hashes, profiles, source dimensions and focused report +implementation. Complete-page readability is still pending. + +The saved fictional report population contains 590 CSAT aggregate records and +no prompt-message, answer-message or delivered-at lineage. For the illustrated +period, the AI cohort has 68 positive and 16 negative records, and the teammate +cohort has 42 positive and 14 negative records. The preceding period has 60/24 +and 41/15 respectively. These produce the pictured 81% (+13%) and 75% (+2%). +They are fictional report data, not evidence of surveys sent or answered during +this batch. The adjacent prose and accessible captions make that scope clear. + +## Evidence and remaining checks + +- [Preparation and copy changes](captures/csat-completion-20261011/preparation.json) +- [Independent copy review](captures/csat-completion-20261011/copy-independent-review.json) +- [Report-source review](captures/csat-completion-20261011/report-reuse-review.json) +- [Report insertion](captures/csat-completion-20261011/report-integration.json) +- [Accessible caption adjustment](captures/csat-completion-20261011/report-caption-adjustment.json) +- [Independent report insertion review](captures/csat-completion-20261011/report-integration-independent-review.json) +- [Section coverage plan](captures/csat-completion-20261011/section-visual-plan.json) +- [Isolated clone verification](captures/csat-completion-20261011/clone-verification.json) +- [Native fixture and read-only preflight](captures/csat-completion-20261011/fixture-and-preflight-verification.json) + +Before completion: accept the isolated runtime and its closure, inspect every +new native source, integrate the necessary localized scenes, build with Ruby +3.3.6, verify security headers and source/build bytes, review the complete ES/EN +guides at 1440/580/390 CSS pixels, and preserve the original navigation and +publication metadata. Record the real verifying commit before closing the +inventory row. Authorized PR, merge, deployment and public-byte verification +are separate later steps. + +## Observed local preparation + +The new isolated CSAT copy passed comparison of 541 tables, 536 sequences and +schema against the closed fictional source. Native preparation added exactly +ten rows: one outbound Channel, three Message components, one Audience, one +Assignment and four component links. The disabled CSAT35, every original row +and all 590 historical synthetic report inputs remained unchanged. There were +no queued or performed jobs and no survey prompts, answers or deliveries. + +Read-only preflight resolved eleven native route candidates and preserved the +prepared rows and sequences. Native template keys provide the existing Spanish +and English question, replies and reasons. Browser captures, locale restoration +and final resource closure still require their own observed evidence. diff --git a/docs/editorial-work/csat-completion-20261011.md b/docs/editorial-work/csat-completion-20261011.md new file mode 100644 index 00000000..4a04157d --- /dev/null +++ b/docs/editorial-work/csat-completion-20261011.md @@ -0,0 +1,164 @@ +# CSAT Pulse visual completion + +Status: twenty new native sources accepted and integrated; production build +and complete ES/EN article review at 1440/580/390 CSS pixels passed locally. +Publication remains pending. The inventory closure cites real verifying +commit `f9b3231d1d4b68faadedec2c296d23180c6c678a`. + +The batch starts at Help `c8ecc56b0518c258f7e8511d6153ac9f685888eb`, with editorial +rules pinned to `d5319b02e1c6a85f3a6294f11763b9be8dd58a43`. Both complete article +bodies, their shared stub and the inventory are preserved under +[`captures/csat-completion-20261011/originals/`](captures/csat-completion-20261011/originals/). +All 12 headings and 24 ordered article links per locale remain intact. + +## Reader task and source corrections + +The reader configures the CSAT question and branch replies, understands when +the survey is eligible, prepares negative-feedback ownership, and interprets +Customer Satisfaction in Service Quality. The original prospective testing +and launch checklists remain prospective; this batch sends no survey and does +not manufacture a response or assignment outcome. + +The source review establishes a 14-day cooldown for both the conversation and +the contact. It begins when the question is created, including a question that +does not reach delivery. A new resolved interaction can become eligible after +that interval. Admission also requires the configured audience, a received +message within the resolved interaction, and the selected channel. The source +does not implement the former prose's minimum conversation-length criterion. +Both translations now reflect these checks and the configured positive reply. + +The corrected source bindings use the immutable application snapshot +`8e27a524a1a1354385c7d2fd22de8e568c2112cb`. Initial reads from an earlier snapshot +were reconciled against Git objects: nine files were identical; unrelated +AI conversation resume changes did not alter its CSAT hook. The preparation +record retains that correction rather than claiming the first binding was +already exact. The independent copy review passed after the prompt-creation +cooldown clarification. + +## Visual coverage and provenance + +The twenty new native scenes cover the question editor and static preview, +positive/negative reply controls and negative-feedback assignment configuration. +Each scene has distinct ES/EN desktop/mobile sources from the real application +and an isolated fictional fixture, captured at native 4× with Display P3. +All originals passed individual root pixel inspection; no pixel edits or +resampling were made. Static preview buttons are not customer responses. +The enclosing CSAT playbook remains disabled and escalation has no recipient. + +Two existing Service Quality report PNGs, one per locale, are reused without +changing their bytes. They were captured on September 27, 2026 with native +2× Display P3 ScreenCaptureKit output, and show the September 11–24 example +period. These desktop captures are reused in both Help layouts; they are not +new mobile application captures. Root inspected both images individually and +verified their original hashes, profiles, source dimensions and focused report +implementation. The complete six-view review passed with contextual acceptance +of the historical report: at 390 CSS pixels its smallest labels and comparison +text are not independently legible. The immediately adjacent prose explains +the two cards, the 81%/75% CSAT values and fictional period. All five new +configuration figures remain legible in each view. + +The saved fictional report population contains 590 CSAT aggregate records and +no prompt-message, answer-message or delivered-at lineage. For the illustrated +period, the AI cohort has 68 positive and 16 negative records, and the teammate +cohort has 42 positive and 14 negative records. The preceding period has 60/24 +and 41/15 respectively. These produce the pictured 81% (+13%) and 75% (+2%). +They are fictional report data, not evidence of surveys sent or answered during +this batch. The adjacent prose and accessible captions make that scope clear. + +## Preparation evidence + +- [Preparation and copy changes](captures/csat-completion-20261011/preparation.json) +- [Independent copy review](captures/csat-completion-20261011/copy-independent-review.json) +- [Report-source review](captures/csat-completion-20261011/report-reuse-review.json) +- [Report insertion](captures/csat-completion-20261011/report-integration.json) +- [Accessible caption adjustment](captures/csat-completion-20261011/report-caption-adjustment.json) +- [Independent report insertion review](captures/csat-completion-20261011/report-integration-independent-review.json) +- [Section coverage plan](captures/csat-completion-20261011/section-visual-plan.json) +- [Isolated clone verification](captures/csat-completion-20261011/clone-verification.json) +- [Native fixture and read-only preflight](captures/csat-completion-20261011/fixture-and-preflight-verification.json) + +The source, runtime, build and six-view checks below are now complete. The +historical preparation receipts retain their original pending status; the +final review records the resulting acceptance. A real verifying commit must +precede inventory closure. Authorized PR, merge and public-byte verification +are separate publication steps. + +## Observed local preparation + +The new isolated CSAT copy passed comparison of 541 tables, 536 sequences and +schema against the closed fictional source. Native preparation added exactly +ten rows: one outbound Channel, three Message components, one Audience, one +Assignment and four component links. The disabled CSAT35, every original row +and all 590 historical synthetic report inputs remained unchanged. There were +no queued or performed jobs in the measured preparation runner and no survey +prompts, answers or deliveries. + +Read-only preflight resolved eleven native route candidates and preserved the +prepared rows and sequences. Native template keys provide the existing Spanish +and English question, replies and reasons. The browser phase then restored ES, matched all 541 prepared tables and their +sequences, and proved the original 541 tables/536 sequences/schema unchanged. +All four owned capture listeners are closed. The proxy forwarded 691 GETs, +zero writes and zero tunnels; blocked native push/background attempts remain +recorded. Runner phases observed zero jobs; the web process enqueue count was +not exported, so this record does not claim a measured zero for all enqueues. +Its fake/test queues were not drained and no worker was started. + +## Integrated source evidence + +- [Root source admission](captures/csat-completion-20261011/source-admission.json) +- [Accepted native source manifest](captures/csat-completion-20261011/accepted-source-manifest.json) +- [Native UI proof](captures/csat-completion-20261011/source-evidence/01-native_ui_proof.json) +- [Individual source pixel review](captures/csat-completion-20261011/source-evidence/02-source_pixel_review.json) +- [Runtime final verification](captures/csat-completion-20261011/source-evidence/03-runtime_closure.json) +- [Transport closure](captures/csat-completion-20261011/source-evidence/04-transport_closure.json) +- [Owned resource closure](captures/csat-completion-20261011/source-evidence/05-resource_closure.json) +- [Metadata-only ICC description correction](captures/csat-completion-20261011/source-evidence/06-icc_metadata_correction.json) +- [Integrated source register](captures/csat-completion-20261011/source-register.json) +- [Integration and preservation results](captures/csat-completion-20261011/integration-record.json) +- [Independent insertion/copy review](captures/csat-completion-20261011/independent-plan-copy-review.json) + +There are six figures per locale: five configuration/preview figures from +twenty new files and one report figure from the two existing files. All +twenty-two selected original PNGs retain their exact bytes. The historical +section plan remains preserved; final coverage and complete-page QA are +recorded separately after rendering. + +## Completed local validation + +The Ruby 3.3.6 production `yarn build` and security-header verification passed. +The built output preserved both article bodies, all 22 selected PNGs in 44 +locale copies, and four generated module copies. `docs/` remained excluded. +Local HTTP verified 52 exact resources, 48 article links and eight excluded +paths. The unchanged stub, 12 headings and 24 ordered links in each article +were checked against the originals. + +Native Help browser captures cover all six views: 56 full-page segments from +header through footer and 36 figure details (92 PNGs). Independent locale +reviewers inspected every segment and detail, and root additionally inspected +all 36 details. Runtime exceptions and CDP action errors were zero. Recorded +loading failures correspond to the deliberately blocked Google Tag Manager +requests; they are not unexplained failures of guide resources. + +Both owned Help processes and their listeners were closed after capture, and +source/build hashes remained unchanged. The report limitation described above +is accepted under the shared adjacent-text rule, not hidden by a claim that +all small labels are readable on mobile. No new publication is inferred from +these local results. + +- [Build, structure and byte checkpoint](captures/csat-completion-20261011/validation/checkpoint.json) +- [Local HTTP checks](captures/csat-completion-20261011/validation/http-checks.json) +- [Native six-view capture](captures/csat-completion-20261011/validation/page-review/capture-receipt.json) +- [Additional root figure review](captures/csat-completion-20261011/validation/root-figure-detail-review.json) +- [Help process closure](captures/csat-completion-20261011/validation/help-process-closure.json) +- [Final section coverage](captures/csat-completion-20261011/section-coverage-final.json) +- [Final local review](captures/csat-completion-20261011/final-review.json) +- [Frozen evidence index](captures/csat-completion-20261011/evidence-index.json) + +## Local inventory closure + +Verification commit `f9b3231d1d4b68faadedec2c296d23180c6c678a` contains the accepted articles, sources and +local QA with the inventory still pending. The following closure changes only +the CSAT inventory row and records that real reference. Local unresolved pairs +move from 35 to 34; the main/public count remains 35 until publication. + +- [Local verification receipt](captures/csat-completion-20261011/local-verification-committed.json) diff --git a/docs/editorial-work/progress.csv b/docs/editorial-work/progress.csv index c267d6ac..11c6138b 100644 --- a/docs/editorial-work/progress.csv +++ b/docs/editorial-work/progress.csv @@ -99,7 +99,7 @@ journeys/cart-saver-route.md,pending,, journeys/choose-your-first-playbook.md,local_verified,1419af6f,docs/editorial-work/choose-your-first-playbook.md journeys/complete-the-look-playbook.md,pending,, journeys/cross-sell-driver-playbook.md,pending,, -journeys/csat-pulse-playbook.md,pending,, +journeys/csat-pulse-playbook.md,local_verified,f9b3231d1d4b68faadedec2c296d23180c6c678a,docs/editorial-work/csat-completion-20261011.md journeys/custom-agent-playbook.md,local_verified,c9c77bc46cb5abcdce68febcbb7a74504c73e373,docs/editorial-work/journeys-followup-revalidation-20261010.md journeys/custom-journey.md,local_verified,efcdcb963f6f23984f45a6c86e94e90eb2f2f5f8,docs/editorial-work/custom-journey.md journeys/dormant-revival-playbook.md,pending,, diff --git a/images/editorial/csat-completion-20261011/escalation-configuration-en-desktop.png b/images/editorial/csat-completion-20261011/escalation-configuration-en-desktop.png new file mode 100644 index 00000000..8c16f87f Binary files /dev/null and b/images/editorial/csat-completion-20261011/escalation-configuration-en-desktop.png differ diff --git a/images/editorial/csat-completion-20261011/escalation-configuration-en-mobile.png b/images/editorial/csat-completion-20261011/escalation-configuration-en-mobile.png new file mode 100644 index 00000000..e433fcc5 Binary files /dev/null and b/images/editorial/csat-completion-20261011/escalation-configuration-en-mobile.png differ diff --git a/images/editorial/csat-completion-20261011/escalation-configuration-es-desktop.png 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